Apple Support Senior Area Manager

Austin, Texas, United States
Support and Service

Summary

Posted:
Weekly Hours: 40
Role Number: 200117922
Home Office: Yes
You’re a problem-solver and passionate about customers! You know what it takes to support a team to craft an incredible customer experience with every interaction. You are able to coach, mentor and lead a group of Area Managers, providing help when they need it and bringing out their very best. You know how to provide feedback and manage performance. You have a knack for strategic planning, program development, and forecasting business needs. If you are ready to inspire and lead, join Apple and help us leave the world better than we found it. Apple has an opportunity to join the Apple Support Technical Customer Support department as a Senior Area Manager. An AppleCare Senior Area Manager directs organizations to deliver on the Apple brand promise and re-defines the benchmark of exceptional customer service experiences. This role can be located on our campuses located in Austin, TX or Elk Grove, CA, or can be At-Home.

Key Qualifications

  • 3+ years of Area Manager experience or equivalent
  • Must have proven track record in existing role
  • Strong knowledge and experience of contact center operations and technologies, including latest industry best-practices in the areas of recruitment, analytics/reporting, workforce management and quality monitoring.
  • Strong ability to lead multiple projects/people at the same time
  • Able to maintain extraordinary relationships with cross functional partners such as: Training, Recruiting, Scheduling, Reporting and Analysis and our OSV team
  • Experience working with our People Team on employee management and policies/procedures; Connect with compassion and ensure employees are supported and aware of Apple benefits
  • Strong and effective written and verbal communication skills; Able to present to senior leaders
  • Experience of managing and motivating a large virtual organization
  • Proactive individual with strong business acumen
  • Customer focus with strong communication and interpersonal skills
  • Enjoy working in a challenging, often changing environment
  • Strong process and analytical skills
  • Excellent time management/prioritization skills
  • Good understanding of the AM & Sr. Area Manager role and responsibilities
  • Familiarity with conflict management , performance management and outlier management
  • Passion for outstanding customer service
  • Strong interpersonal skills
  • Outstanding follow through and organizational ability

Description

At Apple, we believe in hard work, a fun environment, and the kind of creativity and innovation that only comes about when hardworking people from diverse backgrounds approach problems from varying perspectives. We believe each customer interaction is an opportunity to delight, impress, engage and inspire. We focus on all the small details to have the biggest impact. This role is responsible for timely day to day execution of business requirements, cascading of information and setting the strategic direction of their organization in alignment with AppleCare business priorities. Senior Area Managers lead performance, develop/motivate others and achieve overall objectives in an efficient and cost-effective manner. Senior Area Managers balance business strategy, execution of projects and programs, and accountability. They know and care about the details, have a relentless focus on execution and are a valuable, trusted business partner/leader. You will be responsible for the following: Manage direct staff consisting of a team of Area Managers Ensure effective communication within the business by holding staff meetings, town-hall meetings and Advisor roundtables to provide clear and concise direction Area Manager development and understanding of the IDP process and succession planning Conduct final Team Manager interviews as well as partner with Business Manager on Area Manager interviews Drive critical metric performance goals Translation of the strategic direction from the Business Managers into tactical operational strategy and decision-making Motivation in providing feedback on current tools, policies, and procedures Tracking and ownership of Team Manager/Area Managers GPS performance including outlier management Drive initiatives that increase efficiency to help scale and improve the business Drive operational improvements as it relates to customer satisfaction Responsible for driving business plans during business critical times such as launches

Education & Experience

Bachelors degree or equivalent work experience

Additional Requirements