Channel Service Support Team Manager - Apple Support

Shanghai, Shanghai, China
Support and Service


Weekly Hours: 40
Role Number:200165040
Channel Service Support (CSS) is looking for a dynamic Manager to lead a diverse team to support Apple’s service repair channels, managing various stakeholders’ inquiries and supporting their employees. The manager is accountable for ensuring issues that impedes customers’ service repairs are resolved promptly through monitoring support and task execution quality. This is in addition to being responsible for scheduling resources, managing daily time and attendance, and most importantly, ensuring a consistent world-class level of service and support. A successful Team Manager becomes a model for employees by standing up for what’s right — for the team, for Apple, and most of all, for the customer. They provide clear and direct feedback, while encouraging open and candid communication. They prioritize for each employee the key actions that will make the biggest difference to our customers and to Apple. As a coach, they guide and support employees through volume peaks, service program launches, and changing business needs.

Key Qualifications

  • Team management experience, including coach team, develop key talent, team operation and KPI management etc.
  • Strong collaboration skills with peers, cross-functional teams and stakeholders
  • Effective communication skills
  • Strong written and verbal communications
  • Support and embrace change as the organization grows and evolves.
  • Solid decision-making and sound judgment
  • Ability to work in a fast paced, challenging environment
  • Broad supply-chain operations experience with knowledge of inter process complexities


•Regular monitoring of operational metrics to develop the needed action plans to sustain KPIs and/or goals and targets. •Consistently review quality standards in the team through NorthStar evaluations, working with available resources to develop coaching plans or training programs. •Regular review of AppleCare business priorities and other employee activities such as time and attendance, ensuring employees are following policies & procedures, addressing performance concerns in a timely manner. •Respond timely and appropriately to stakeholder issues; reviewing and providing action on stakeholder feedback or quality survey results where applicable. •Connect with relevant regional teams/peers to ensure global alignment of day to day operational tasks across the teams, adjusting them as required to achieve consistency. •Proactively monitoring contact trends into CSS, identifying potential business impact scenarios and highlighting them to key stakeholders with potential solutions. •Address procedural gaps highlighted by staff through close collaboration and engagement with the necessary subject experts and stakeholders. •Work with the internal teams to develop or improve work instructions or procedures as required, this should incorporate any controls and compliance requirements to meet the dynamic requirements of the business for operational sustainability. •Optimize capacity utilization of the team through effective job scheduling and ongoing reviews on task efficiencies. •Utilize system tools to track and ensure all new CSS tasks and improvement plans are correctly approved and agreed globally before implementation. •Support with the preparation of operational reviews (e.g., Monthly or Quarterly Business Reviews). •Connect with compassion and ensure employees are assisted, utilizing support resources available from Apple. •Conduct one-on-one and staff meetings as required by the business. •Regularly evaluate and record team performance, which culminates & aids an annual performance review and performance improvement/career development.

Education & Experience

Bachelor’s degree required,

Additional Requirements

  • Requires a minimum of 5 years management experience