Retail Support Insights Project Manager

Singapore, Singapore, Singapore
Operations and Supply Chain


Posted: 3 Sep 2018
Weekly Hours: 40
Role Number: 114227418
A Retail Support Insights PM is responsible for working collaboratively and directly with Apple Retail stores to drive execution of service strategies, limit operational expense and maximize service revenue. This person will join a passionate team that works tirelessly to elevate Support experiences for our teams, our customers, and Apple.

Key Qualifications

  • BA/BS preferred
  • 5+ years of customer-facing technical-support experience
  • 3+ years of retail or technical team leadership experience
  • Expert user of Mac OS X, iOS, watchOS, tvOS, and Apple hardware
  • Proficient in Excel/Numbers, Pages and Keynote applications
  • An in-depth understanding of Apple Retail’s support strategies and operations
  • A dynamic, intelligent and passionate individual with a positive attitude
  • Excellent verbal and written communication skills
  • Proactive approach to problem solving
  • Able to develop strong relationships quickly. A trusted partner that others enjoy working with
  • A self-starter who possesses exceptional time management skills
  • Strong data analysis skills with the ability to transition analysis into actions
  • Innovative individual who is always looking for ways to push the business forward
  • Proven track record of providing a high level of support to internal and external customers
  • Ability to juggle competing priorities and shift focus to support changing needs of the business
  • Position requires up to 30% travel


Act as a leader responsible for driving Retail Genius Bar performance in a dedicated group of stores and/or metrics. This includes: proactively partnering with stores and internal teams to create targeted strategies to minimize operational expense and maximize service revenue, tracking improvement and cost savings over time, and reporting results weekly to leadership Continually balance targeted financial objectives with team and customer satisfaction Develop and maintain key partnerships with the field including Market Leaders, Store Leaders, and store teams. Turn feedback gathered into actions that influence current service strategies and drive results Analyze current support processes and procedures to continually seek new efficiencies Work collaboratively with AppleCare and Retail Leadership to drive store adoption of agreed service strategies Work with reporting team to ensure data is available, accurate and fit for purpose to identify trends in key operational metrics that yield actions to improve the business Deliver feedback to Field (Field Operations Leaders, Market Leaders, Store Leaders, Managers, Lead Geniuses) on trends and outliers Partner with the Field (Field Operations Leaders, Market Leaders, Store Leaders, Managers, Lead Geniuses) to plan next steps and actions to improve key focus areas Provide comprehensive updates to Retail/AppleCare Leadership on trends, actions and outcomes Store visits to gather insights and drive actions Engage Training teams to influence training materials to improve strategies Other responsibilities as assigned

Education & Experience

BA/BS preferred

Additional Requirements