Workforce Operations Lead, Retail Customer Care

Shanghai, Shanghai, ChinaSenior7+ years

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 inspires 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 foster a culture where everyone belongs and is inspired to do their best work! Here on the Apple Store Online team, we are responsible for Apple’s largest store. Our main goal is to deliver a magical, 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) Workforce Operations Manager leads a regional workforce management team to deliver efficient operations and high-quality customer care. Areas of responsibility and influence include contact center operations, workforce scheduling and planning, resource optimization, performance management, and technology utilization.

The ideal candidate is a passionate leader who inspires teams to align with RCC’s vision, drives results through collaboration and attention to detail, and prioritizes customer experience while fostering a positive, inclusive work environment. This role may require on-call availability, including some weekends and holidays. Key responsibilities include driving performance, clearly communicating vision and purpose, identifying and implementing process and tool improvements, participating in project reviews and solutioning, and cultivating a culture of retail excellence that values diverse perspectives and meaningful engagement.

Responsible for leading a Workforce Management team, implement team’s strategies, and work towards achieving business objectives.
Develop comprehensive strategies and operational procedures to effectively manage staffing, ensuring optimal execution and enhancing overall business performance.
Offer strategic insights on staffing and scaling decisions by leveraging Workforce Management software and techniques to maximize resource utilization, and provide contextual analysis with actionable recommendations when performance targets such as service level are not met.
Provide interval, daily, and weekly reporting on business performance attainment.
Regularly assess and refine routing and skill development strategies to support alignment between operational objectives and management priorities, fostering mutual support and efficiency.
Provide project management resources to coordinate intricate tasks on short- to medium-term projects. Develop staff with the requisite skills throughout the project lifecycle.
Grow and develop a diverse team of high performing individual contributors to drive innovation and operational excellence.
Role models inclusive leadership behaviors and builds, develops and retains diverse teams.
Takes action to ensure a safe, respectful, and inclusive environment for all team members.

7 years of experience in a Retail or contact center environment with 5 experience in Workforce Management
3 years of leading a team or cross-functional partners
Experience with workforce tools (Aspect preferred) and data reporting platforms such as Tableau.
Demonstrated ability to drive results and deliver high-quality execution, while effectively managing conflict to maintain team alignment and project momentum
Strong analysis and problem solving
Strong decision making skills and sound judgement with excellent written and verbal skills
Demonstrates strong partnership skills by building trust, communicating clearly, and aligning stakeholder needs with organizational goals. Proactively collaborates across functions, manages expectations, and delivers on commitments to drive shared success.

Effective presentation and communication skills including the ability to explain complex data and service level analysis with ability to influence and engage with senior leadership.
Role models inclusive leadership behaviors and embraces their responsibility to build, develop, and retain diverse teams. Makes space to listen, learn, and amplify diverse perspectives and experiences.
Possess a high degree of adaptability, demonstrating flexibility and resilience in response to changing work environments, shifting priorities, and unpredictable situations.

Apple is an equal opportunity employer that is committed to inclusion and diversity, and thus we treat all applicants fairly and equally. Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.

At Apple, we believe accessibility is a fundamental human right. You’ll find that idea reflected in everything here — in our culture, our benefits and our digital tools. By welcoming as many perspectives as possible, we help you build a career where you feel like you belong.

Learn about accessibility in Apple’s workplace

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