Summary

Posted: Nov 4, 2024

Role Number:200576781

Imagine what you could do here! The people here at Apple don’t just create products - they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At Apple, inclusion is a shared responsibility, and we work together to develop a culture where everyone belongs and is inspired to do their best work. Here on the Apple Store Online team, we are responsible for Apple’s largest store. Our main goal is to deliver a magnificent, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things. The Retail Customer Care (RCC) organization is a direct channel for Apple passionate about driving pre and post sales customer interactions and managing order support related activities globally. RCC supports Apple shoppers who buy from and are fulfilled by the Apple Store Online, Apple Retail Stores, and third-party marketplaces. The Sales, Service, and Strategic Marketplaces Optimization Manager strives to drive Apple’s assisted presence and strategy where customers enjoy shopping. This role enables customers to expertly purchase full solutions from Apple regardless of route to market while reducing their need to contact Apple for post-sales questions by enabling self service and minimizing unhappy paths upstream.

Description

This role requires a strategic leader, who can develop talent and has a strong operational understanding of the e-commerce marketplaces prevalent in Greater China Pacific region. The Optimization Manager will work cross-functionally across internal and external organizations to drive fabulous customer happiness and operational excellence. They will help to ensure RCC is enabled with the vital tools, process and technology to effectively support our customers. In this role, you will lead the strategic planning, design, delivery and operational management of RCC initiatives and assisted integration in key regional marketplaces. You will encourage and develop a team of Program Managers with a focus on revenue growth and opex savings. You will foster relationship development and calibration with key partners and champion delivery of our world-wide RCC service model through monitoring, optimizing, and stitching across teams. RESPONSIBILITIES: - Responsible for frameworks for Return-on-Investment analysis to help drive the right business decisions - Liaise with both key staff members and the regional RCC teams on strategic issues and make recommendations to improve performance - Drives the capital budget needs to improve technology tools and business strategy including revenue generation, operational efficiency and customer happiness - Actively role models inclusive leadership behaviors to build a safe, respectful and inclusive environment for all team members

• 5+ years managerial success building and leading globally distributed teams
• Strong history of leading sophisticated cross-functional operations functions, including developing and implementing capital and operational plans to deliver measurable commercial and experiential improvement
• Deep-rooted experience and passion for crafting innovative customer experience service and support programs that surprise and delight customers along different mediums and modalities
Self-directed, highly agile individual with outstanding organizational skills, able to work under pressure and provide outstanding leadership to the team

Preferred Qualifications

• 7 and above years proves experience in a Sales/Service/Omnichannel Support environment leading multifunctional teams, RCC or BPR experience a plus
• Experience leading in a multi-lingual/cultural environment with the ability to empower and influence a matrix environment including at a senior level
• Drive operational excellence by identifying and implementing operational processes that help improve operational metrics and drive efficiency
• Demonstrated ability to work efficiently cross-functionally with partners and thinking about end to end customer and employee journey
• Success supporting call centers environment including experience and/or strong understanding of outsourced vendor strategy and operations preferred
• BS/BA in related field or equivalent experience, MBA/MA or advanced degree preferred.