AppleCare Executive Relations Senior Area Manager
We are looking for an experienced ambitious individual, who will thrive working and delivering excellence in a high profile, fast paced, dynamic and customer centric environment Executive Relations is looking to hire a Senior Area Manager. As a Senior Area Manager, you will be responsible for a Regional Executive Relations team, providing operational direction with collaboration of the Senior Management team within the Executive Relations organization and beyond.
This position will be responsible for the management of the APAC region whom provide customer support on behalf of Apple’s Executive Team. Customer issues handled by the business are of high visibility, and often times sensitive in nature, requiring prompt handling and final disposition feedback to Apple’s executive team. The business plays a significant role driving change through root cause analysis and proactively identifying and bringing awareness to product issues driving customer contact. As the Sr. Area Manager of the organization, your responsibilities include but are not limited to:
- Manage direct staff consisting of an Area Manager(s), and Individual Contributors.
- Support Apple senior leadership and cross-functional partners utilizing ER trends in seeing around corners and mitigating risk to Apple.
- Represent Apple to Consumer Advocacy groups and government agencies on matters related to consumer law.
- Engage and collaborate with Business Leaders from all lines of business identifying opportunities to leverage business expertise and processes.
- Proactive engagement with business driving awareness to product trends, process and procedural gaps driving customer contact.
- Active participation and influence of business initiatives, both internal and external to the overall organization.
- Ensure ongoing development of team members via the Reach program and partnership with peers to ensure succession planning for all roles within the organization.
- Translation of the strategic direction for the organization into tactical operational strategy and decision making.
- Catalyst in providing feedback on current tools, policies and procedures.
- Drive initiatives that increase efficiency and help scale and improve the business.
- Drive operational improvements as it relates to customer satisfaction, though data analysis and trends.
- Responsible for hiring, communications, global compliance and alignment.
- Drive Business Performance goals.
- Proven ability fostering extraordinary relationships with cross functional business leaders and Senior Leadership.
- Demonstrated ability building meaningful relationships with partners such as: Legal, Public Relations, Marketing, Government Affairs, Channel Management Training and Recruiting.
- Outstanding ability presenting to senior leaders, ad-hoc and during QBRs/ABRs.
- Strong passion for excellence and quality, while balancing the needs of the business with that of the customer.
- Experience of managing and motivating an organization of high performing and self-directed individuals.
- Outstanding communication and interpersonal skills
- Strong process and analytical skills
- Experience working with HR as it relates to employee management, policies/procedures
- Availability after hours and weekend monitoring of emails
- Proactive individual with strong business acumen
- Enjoy working in a challenging, highly visible and frequently changing environment
- High level of professional maturity
- • Bachelor’s degree or equivalent experience and a strong, proven track record.