Apple Support Area Manager
Chengdu, Sichuan, China
Support and Service
You know what it takes to encourage a team to create an incredible customer experience with every interaction. You’re a role model and leader who advocates for their team. You are able to coach, mentor and guide a group of Team 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. As an Apple Support Area Manager, you would be responsible for leading multiple teams of Apple Support Team Managers and have direct accountability and ownership for the team’s results. In this role, you would be responsible for service quality, staffing productivity, efficiency and ensuring consistent world-class customer satisfaction. You would achieve a high standard of excellence by demonstrating mastery in functional areas, anticipating broader business needs and translating strategic goals into tactical plans. This position is located onsite at the Apple campus in Chengdu.
- Minimum 2 years experience developing and mentoring direct reports in a professional environment
- Fluency in Mandarin, Simplified Chinese, and English
- Proven track record of collaborating across the business to drive financial and operational improvements
- Ability to empower and drive the team’s performance and be accountable for AppleCare’s business priorities
- Passion for the customer experience and a history of driving customer-impacting change
- Ability to communicate in a concise, clear and consistent manner which translates strategy into action
At Apple, we believe in hard work, a fun environment, and the kind of creativity and innovation that only comes about when talented 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. As an Area Manager you'll be responsible for leading a group of Team Managers who directly manage our Apple Support Advisors. Area Managers have a balance of customer, people, and business focus and have a passion to develop future leaders. You must be effective in leading performance and developing managers through one-on-ones, team meetings, coaching sessions and setting expectations. You will also: - Facilitate and encourage creativity that empowers a team to apply functional expertise to continually improve customer and employee experiences. - Analyze business to identify trends and determine critical focus areas; formulate a strategy that effectively drives performance improvement and employee engagement that is consistent with Apple values. - Continuously seek and implement opportunities for quality and cost reduction by improving productivity and efficiencies. - Demonstrate integrity and fairness in all engagements and ensure Business Conduct guidelines and all Apple policy/procedures are met within the organization. - Regularly assess the quality of Team Manager activities through the use of various tools ensuring necessary conversations are being held and performance is being managed. - Provide a level of support, guidance, and accountability to Team Manager decisions. - Support and build relationships with cross-functional partners. - Regularly evaluate and coach to the overall success of your organization and conduct one-to-one and staff meetings with employees. - Share feedback and insights about events impacting customer and employee experience. This position comes with competitive pay, great benefits, eligibility to participate in our company stock plan, time off, employee discounts, and dedicated resources to support your ongoing growth and career development.