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Live-streaming Functional Lead, Retail Customer Care
AppleShanghai, Shanghai, ChinaSenior8+ years
Apply Here in the Apple Store Online team, we are responsible for Apple’s largest store. Our main goal is to deliver a magnificent, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things.
We're searching for a dynamic, highly motivated function lead with phenomenal ideas and a real passion for livestream to lead the Retail Customer Care (RCC) livestream team, in charge of the team’s performance and development. The leader is responsible for the day-to-day management of Host Manager, Script & Demo Editorial Manager, and individual contributors in the team, as well as partnering with groups across Apple to deliver outstanding livestream customer experience. The position requires leadership, people development, and tactical execution of new and existing programs. As a member of the RCC management team, the individual will require strong cross-functional leadership skills and a demonstrated track record of aiming for excellence in the area of Customer Experience.
Responsibilities includes not limited to;
- Lead a team of Host Managers, Script & Demo Editorial Managers, and Individual Contributors, and be responsible for the team’s key deliverables.
- Define critical metrics for livestream operations and grow the team’s performance to these metrics.
- Implement operation strategy aligned with Apple’s livestream strategy and business goals.
- Drive operational excellence and the ‘Voice of the Customer’ to continuously optimize the livestream quality and improve the viewer experience.
- Nurture and maintain a positive and motivating work environment by promoting collaboration and focusing on positive employee relationships.
- Enable a culture of continuous improvement across all levels. Build an inclusive environment which help support team and partners to be successful.
- Be the advocate of customer experience and influence and align priorities with partners for resolutions.
- Engage actively in WW forums and work with Global Optimization team on deployment and execution of worldwide initiatives/programs.
- Contribute to the formulation, alignment and implementation of wider business plans, strategies and tactics within the APAC RCC Leadership Team.
- Represent the RCC Livestream team at regional events, meet-ups and strategic meetings.
- Bachelors degree or equivalent experience, MBA or advanced degree preferred.
- Deep passion for the Apple brand and Apple products, as well as strong curiosity for new technology.
- Minimum 8 years management experience in livestream, short video, broadcast production, consumer tech, retail, or media.
- Tight-knit collaboration skills with experience working in a matrixed organization
- Knowledge and experience in e-commerce environment
- Well developed oral and written communication skills
- Able to work in different Apple offices & studios and being flexible for weekend and night shift
- Mandarin and English fluency required.
- Extensive experience and proven success in leading Hosts, scriptwriting, editorial, demo, or content creation is strongly preferred.
- Experience working for a global organization within the technology sector
- Deep understanding of China’s digital ecosystem, consumer behaviors, and Douyin’s engagement formats.
- Strong analytical ability and decision making skills
- Strong People skills to connect with all levels in Support organization and drive engagement
- Being an inspiring leader to create an Open and Diverse working environment
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