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Team Manager, Retail Customer Care
AppleShanghai, Shanghai, China5+ years
Apply Imagine what you could do here! The people here at Apple don’t just create products — they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At Apple, inclusion is a shared responsibility, and we work together to develop a culture where everyone belongs and is inspired to do their best work.
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.
The Retail Customer Care (RCC) organization is a direct channel for Apple passionate about driving pre and post sales customer interactions and managing order support related activities globally. RCC supports Apple shoppers who buy from and are fulfilled by the Apple Store Online, Apple Retail Stores, and third-party marketplaces. The Sales Team Manager is responsible for daily supervision and administrative activities, leading others, driving performance, and developing specialists in your team to deliver the only-at-Apple experience to our customers. Teams either provide pre-sales support to Consumer, Education and Business customers through chat and/or phone contacts, or they help customers learn more about our amazing products and services through the Personal Setup program.
This role requires a leader who feel passionate about people leadership and will advocate for customer, specialist, and business needs to drive operational and continuous improvements. The candidate will actively reinforce and foster a culture of inclusion, diversity, support, debate, wellness, and growth.
This candidate will be responsible for the day-to-day management of RCC specialists, as well as collaborating closely with various departments across Apple to deliver the best possible Apple experience to our customers.
The successful candidate will achieve results by fostering an environment that delivers outstanding customer experiences and enhancing the efficiency and effectiveness of the frontline specialist team.
- - Lead a team, developing and empowering each team member to learn, grow, and achieve performance and developmental goals
- - Drive business priorities and achieve store performance goals by planning and executing operational strategies within assigned functional areas
- - Capture the ‘Voice of the Customer’ to contribute to the customer insights, and to improve the specialists’ ability to deliver excellence customer experience
- - Assist with recruiting, training, developing, and retaining a diverse, high-performing team
- - Address customer and team member concerns and escalations, and partner with leadership and key business or People partners when appropriate
- - Monitor post and real time customer interactions of Specialists through call/chat review and engage in appropriate follow up such as providing coaching and ensuring the quality of the customer interactions
- - Contribute to an inclusive environment by respecting each others’ differences and having the curiosity to learn
- - Demonstrate Apple’s values of inclusion and diversity in daily activities
- - Be a role model for inclusive leadership behaviors and build, develop, and retain diverse teams
- - Take action to create a safe, respectful, and inclusive environment for all team members.
- - Be available to work a schedule based on business needs that may include nights, weekends, and public holidays, and reliably attend work as scheduled, in line with local laws and subject to any approved accommodations.
- Experience working with human resources in areas pertinent to employee management such as performance, welfare and development
- Instill trust within the team and operate with a high level of integrity
- Communicate with excellence, and tailor your communication style to different audiences
- Develop others through mentorship, coaching, and effective feedback
- Exceed goals successfully, and persist in accomplishing objectives despite obstacles and setbacks
- Fluent in both English and Mandarin (speaking, reading, writing)
- 5+ years experience in Sales, Retail, or Customer Care Center landscapes
- 2+ years of management experience, leading a team of 15+ direct reports
- Knowledge for WeChat, Douyin, Taobao, Xiaohongshu, and other local e-commerce platforms.
- Experience leading in a multi-lingual/cultural environment
- Instill trust within the team and operate with a high level of integrity
- Follow through on commitments and establish mechanisms to encourage others to do the same
- Make timely and sound decisions by asking questions and using analytics, experience, and judgment
- Provide support and guide others through challenges while remaining calm in a fast-paced and constantly changing environment
- Resolve conflict and settle differences in productive ways
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