Manager, Worldwide Global Store Support

Summary

Posted: Jul 9, 2019

Weekly Hours: 40

Role Number: 200075231

At Apple, we believe that hard work, a fun environment, creativity and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage and inspire - and that by focusing on the smallest of details, we can make big impacts with our customers. Building this environment starts with you! Do you enjoy driving continuous improvement efforts? Are you passionate about developing direct reports? If so, we are looking for a Worldwide Global Store Support Manager like you. The Retail Operations Center supports Retail Contact Centers and Retail Stores worldwide by providing premier operational support and allowing store and contact center management to focus on developing their staff and servicing Apple customers. The Global Store Support Manager will lead a team of 10+ analysts to respond to Retail Store escalations worldwide, ensuring and extraordinary customer experience and identifying and resolving emerging issues. This role is located on our campus in Austin, Texas

Key Qualifications

  • 5+ years in operational support environment, supporting contact centers or Retail stores preferred
  • 3+ years experience leading teams, including depth of analysis to establish staffing requirements and schedule patterns
  • Demonstrated ability to complete multiple tasks with tight deadlines
  • Uses rigorous logic and methods to solve difficult problems with effective solutions; can see hidden problems
  • Extraordinary communication and facilitation skills; is effective in a variety of formal presentation settings
  • Seeks out partnerships through cross-functional networking - focuses on common organizational needs
  • Can comfortably handle risk and uncertainty
  • Quickly grasps the essence and the underlying structure of anything
  • Highly skilled at setting clear objectives and measures, as well as monitoring progress and results
  • Focused on each team member's career goals, helping them to build out development plans, and providing challenging tasks and assignments


Description

You are an operational guru with a deep and abiding passion for continuous improvement of the support experience. You are unafraid of managing the team to both high quality and productivity goals. You face problems with an eagerness to design creative, effective solutions. You look at a set of operational escalations and you are curious about how you can address the root cause of the problems to add value for the escalation categories that persist. You are here to do the best work of your life. Key responsibilities include: - Monitor escalation/ticket service levels and ensure prompt resolution - Perform regular quality assessments on work output for team, coaching for continuous improvement - Partner with Global Retail Support counterparts to ensure comprehensive documentation is available to the team - Collaborate with Business Process Re-engineer to prioritize process improvement opportunities and increase scope of team without affecting staffing ratios - Lead regular business reviews with Retail partners, including Market Directors - Take on a leadership role in planning support structures and processes for new product and program introductions - Some domestic and international travel required

Education & Experience

Bachelor's degree required, MBA preferred

Additional Requirements


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