Senior Area Manager - Apple Support role at Apple in Raleigh

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. The people here at Apple donʼt just craft products - they build the kind of wonder thatʼs revolutionized entire industries. Itʼs 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. Join Apple, and help us leave the world better than we found it!

Apple has an opportunity to join the Apple Support Technical Customer Support department as a Senior Area Manager. An Apple Support Senior Area Manager directs organizations to deliver on the Apple brand promise and re-defines the benchmark of exceptional customer service experiences.

Key Qualifications

• 3+ years of Area Manager experience or equivalent
• Must have proven track record in existing role
• Strong knowledge and experience of contact center operations and technologies, including the latest industry best-practices in the areas of recruitment, analytics/reporting, workforce management and quality monitoring.
• Strong ability to lead multiple projects/people at the same time
• Able to maintain extraordinary relationships with cross functional partners such as: Training, Recruiting, Scheduling, Reporting and Analysis and our OSV team
• Experience working with our People Team on employee management and policies/procedures; Connect with compassion and ensure employees are supported and aware of Apple benefits
• Strong and effective written and verbal communication skills; Able to present to senior leaders
• Experience of managing and motivating a large virtual organization
• Proactive individual with strong business acumen
• Customer focus with strong communication and interpersonal skills
• Enjoy working in a challenging, often changing environment
• Strong process and analytical skills
• Excellent time management/prioritization skills
• Good understanding of the Area Manager and Senior Area Manager role and responsibilities
• Familiarity with conflict management, performance management and outlier management
• Passion for outstanding customer service
• Strong interpersonal skills
• Outstanding follow through and organizational ability

Description

At Apple, we believe in hard work, a fun environment, and the kind of creativity and innovation that only comes about when hardworking people from diverse backgrounds approach problems from varying perspectives. We believe each customer interaction is an opportunity to delight, impress, engage and inspire. We focus on all the small details to have the biggest impact.

This role is responsible for timely day to day execution of business requirements, cascading of information and setting the strategic direction of their organization in alignment with AppleCare business priorities. Senior Area Managers lead performance, develop/motivate others and achieve overall objectives in an efficient and cost-effective manner. Senior Area Managers balance business strategy, execution of projects and programs, and accountability. They know and care about the details, have a relentless focus on execution and are a valuable, trusted business partner/leader.

You will responsible for the following:
Manage direct staff consisting of a team of Area Managers
Ensure effective communication within the business by holding staff meetings, town-hall meetings and Advisor roundtables to provide clear and concise direction
Area Manager development and understanding of the IDP process and succession planning
Conduct final Team Manager interviews as well as partner with Business Manager on Area Manager interviews
Drive critical metric performance goals
Translation of the strategic direction from the Business Managers into tactical operational strategy and decision-making
Motivation in providing feedback on current tools, policies, and procedures
Tracking and ownership of Team Manager/Area Managers GPS performance including outlier management
Drive initiatives that increase efficiency to help scale and improve the business
Drive operational improvements as it relates to customer satisfaction
Responsible for driving business plans during business critical times such as launches

Education & Experience

Bachelors degree or equivalent work experience

Additional Requirements

• 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

• Confronts barriers to greater inclusion with tenacity, care and commitment