At Shire, we are proud and grateful to employ military veterans and thank them for their contributions to our company and our country. See where your military experience can play a role at Shire by using our military skills translator job search tool below:
AMR Retail Executive Relations Team Manager
Austin,Texas,United States
Corporate Functions
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 inspires 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 foster 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 magical, 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 an AMR Retail Executive Escalations Representative to help us do extraordinary things. At Apple, we believe each customer interaction is an opportunity to delight, engage and inspire – and that by focusing on even the smallest of details, we can make a significant impact on the customer experience. The Retail Executive Relations Team is responsible for customer service recovery. The team responds to critical customer issues from Apple’s Executive Team, Public Relations, Apple Legal, Investor Relations, and other stakeholders. Representatives handle a wide range of complex problems, including the company’s most serious, sensitive, and visible customer satisfaction issues. Representatives will often liaise with business partners to identify and resolve improvement opportunities. Representatives exercise judgment and discretion to decide the appropriate course of action when needed.
Description
In this role, you will lead a team of regional employees who support executive escalations related to the Apple Store Online and Apple Retail Stores. Reporting to the Regional Retail Executive Relations Manager, the Executive Relations Team Manager will partner with management across functional areas, divisions, and regions in support of the ER team’s objective of continuous improvement in process, people, and technology. As a team, we contribute to an inclusive environment through respecting each others’ differences and having the curiosity to learn while also demonstrating Apple’s values of inclusion and diversity in daily activities.
Minimum Qualifications
4+ years of supervisory experience of leading teams in a customer service/support environment.
Experience managing a diverse group of people and responsibilities and developing people to achieve great things.
Experienced in leading people, projects or initiatives with a worldwide scope.
Key Qualifications
Preferred Qualifications
Supervising and leading teams at Apple who support the customer experience
Communicates with ease at all levels and teams.
Ability to evaluate complex issues with multitude of factors and propose optimal solution(s).
Influence leadership through poised presentations of concepts and recommendations.
Thrives in an ambiguous environment and can think clearly in a fast-moving situation.
Proactive team-player with a can-do attitude and a deep sense of ownership and accountability. Strong leadership skills with a proactive participative style.
Comfortable taking on any crisis moments. Encourages direct and tough debate, and intuitively knows when to drive to a decision.
Must display great ability to prioritize deliverables, focusing on critical path items, with a persistent attention to detail.
Influence worldwide teams to ensure regional needs and preferences are represented in key operations decisions.
Outstanding written and verbal presentation skills.
Education & Experience
Additional Requirements
Apple Footer
Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant (Opens in a new window) .
Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. United States Department of Labor. Learn more (Opens in a new window) .
Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. If you’re applying for a position in San Francisco, review the San Francisco Fair Chance Ordinance guidelines (opens in a new window) applicable in your area.
Apple participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program (Opens in a new window) .
Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) .
Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) .