苹果Apple Support - Executive Relations Senior Area Manager, Greater China
任职要求
Minimum Qualifications • Bachelor’s degree or equivalent experience required. • Fluency in both spoken and written Mandarin and English is essential. • 8+ years of experience in customer experience, executive relations, or a similar high-impact role. • 5+ years of leadership experience, leading both managers and individual contributors, with a track record of building strong, high-performing teams. • Proven ability managing teams across multiple sites and driving critical initiatives, and delivering operational excellence at scale. • Strong executive presence and the ability to influence and build trust at all levels of the organization, including senior leadership and external stakeholders. • Demonstrated ability to manage high-profile customer escalations, balancing customer advocacy with business priorities. • Exceptional communication, negotiation, and interpersonal skills—able to present insights to senior leadership with clarity and confidence. • Thrives in fast-paced, high-pressure environments while demonstrating professionalism, empathy, and sound judgment. • Willingness and flexibility to support crisis situations or high-profile escalations outside of standard working hours as needed. Preferred Qualifications • Experience engaging with government agencies in Greater China, with strong understanding of local regulatory environments and consumer law.
工作职责
As the Greater China Executive Relations Senior Manager, you will: - Lead and inspire a team of ER Liaisons who manage executive-level and government agencies customer escalations across Greater China, consistently demonstrating a strategic mindset to align priorities and outcomes. - Build and lead a high-performing, inclusive, and collaborative team by providing hands-on people management, including coaching, performance evaluation, career development, and goal setting. - Cultivate strong cross-functional collaboration with partners across Apple to ensure unified and effective resolution strategies, with a focus on achieving shared business outcomes. - Cultivate strong cross-functional collaboration with partners across Apple to ensure unified and effective resolution strategies, with a focus on achieving shared business outcomes. - Monitor key performance indicators (KPIs) to ensure execution, accountability, and alignment with Apple’s customer experience standards and business priorities. - Foster a high-performance, inclusive, and collaborative team culture that reflects Apple’s values. Strengthen the team’s capability to manage complexity and scale through inclusive leadership and structured problem-solving. - Act as a strategic partner to the Global Head of ER, providing regional insights and contributing to both in-region and global initiatives. - Partner closely with cross-functional teams including Government Affairs, Legal, Public Relations, Investor Relations, AppleCare, Retail, and Engineering teams to ensure a consistent and effective issue resolution. - Provide subject matter expertise and in-depth insight to Greater China executives in preparation for government meetings and discussions related to customer law, service policies, and consumer-related matters. - Represent Apple in conversations with consumer advocacy groups and government agencies, reinforcing our commitment to customer satisfaction and regulatory alignment. - Analyze trends, root causes, and systemic issues through case review and customer feedback, applying strategic thinking to drive sustainable improvements in Apple’s products, services, and customer experience. - Timely engagement with Apple’s Executive Team and in-region leadership to provide insights, recommendations, and resolutions for high-profile customer cases. - Maintain the highest levels of professionalism, discretion, and customer empathy in every engagement.
The ideal candidate will have experience in customer-facing roles and success in leading in-depth technical Application development architecture discussions with senior customer executives, Architects, IT Management, and Developers to drive value to our customers and is open to travel to customer site as needed by business. • Understanding Customer/Partner Technical Environment (Insights about Customer/Partner and Industry): Gather customer/partner insights (e.g., feedback around technical preferences, environments, business needs, competitive landscape), and map architecture and digital transformation solutions to customer/partner business outcomes. Adapt business models, plans, and solutions to insights. • Understanding Customer/Partner Technical Environment (Internal Advocacy): Act as the voice of the customer (VOC)/partner by driving new feedback, gaps, blockers, insights, resources, etc. across communities to track, add, and prioritize, using established channels (e.g., UAT/TFT). • Architecture Design and Deployment (Architecture Proposals): Receive and synthesize data about customer/partner business and technical requirements, address them with technical architecture(s), demonstrate and prove those solutions capability and business value through design collaboration sessions with the customer/partner. • Architecture Design and Deployment (Requirements and Constraints): Apply broad technical knowledge across various architecture solutions to meet business and information technology (IT) requirements and resolve identified technical constraints. Help to shape and enhance customers' requirements. • Application Development, Architecture Design and Deployment (Resolving Blockers): Identify, escalate, and work to resolve technical blockers (e.g., changing configurations, sample coding) to accelerate architecture implementations and routes non-technical issues for removal by the appropriate party. • Trusted Advisor (Challenger Mindset): Respectfully challenge customers/partners when going in the wrong direction and escalate appropriately. • Trusted Advisor (Competitor Insights/ Differentiated Value Proposition): Understand the competitor's architecture solutions and identify Microsoft's strengths over competitive solutions to drive conversations with customers/partners and convince them of solution. • Customer Usage: Lead architecture design, resiliency reviews, and technical optimization that result in production deployment application and increase customer business value. Drive efforts to ensure that the customer's environment and applications are well-architected. • Customer Satisfaction – Deliver positive Customer Satisfaction and become trusted advisors to customers by leveraging solution area expertise to enable defined Customer Success Plan outcomes.
We help the world run betterAt SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed. What we offer We help the world run better. Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned with our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your contributions, and various benefit options for you to choose from. Apply Now! The SAP Academy for Customer Success is a global development program designed for talent who are early in their career. Who You’ll Become The Account Executive's primary responsibilities include prospecting, qualifying, selling, and closing new business to existing and net new customers. The Account Executive empowers our customers to achieve their full potential by understanding their strategy, unique business goals, and desired outcomes, thereby driving cloud revenue growth through leading dedicated sales efforts to help customers solve their business challenges by positioning value through our solutions. What You’ll Do As an Account Executive within the SAP Academy for Customer Success, you will be responsible for the following: Successfully complete a 10-month learn-apply program, which includes classroom phases and field phases with your sales team, that enhances your support in the role and is a critical customer-facing function within our Customer Success Board Area. Immerse yourself in multi-dimensional, experiential learning focusing on digital transformation, global intelligence, human skills, business and technology acumen, solution/industry knowledge, and strategy/tools/process. Learn how to drive value across the customer lifecycle through solution adoption and ongoing renewals that foster account expansion. Receive onboarding in your local market with on-the-job training and mentoring by a Senior Account Executive in the field. You will be able to work both behind the scenes and directly with customers. The program will enrich your knowledge of SAP and the Customer Success board area and give you professional experience so that you can be ready to serve our customers. We offer full-time employment from day one with practical learning applications for your role. Upon successful completion of the program, you will move into a direct customer-facing sales role in your market and continue to receive mentoring and coaching support to accelerate your growth. Sales roles in scope: Account Executive (AE), Solution Sales Executive (SSE) SSE focus areas: SAP Finance & Spend Management (F&S) – Knowledge in key areas such as accounting, procurement, and supplier management, focused on boosting visibility, cutting costs, and improving efficiency. SAP SuccessFactors (Human Capital Management - HCM) - Knowledge in core HR and payroll, talent management, employee experience management, HR analytics, workforce planning, and sales performance management. SAP Supply Chain Management (SCM) - Knowledge in Supply Chain, Asset Management, Manufacturing, Logistics, or Product and Project lifecycle management. SAP Customer Experience (CX) - Knowledge of e-commerce, sales, customer service, and marketing processes. SAP Business Transformation Management (BTM) - Knowledge in Business Process Management/Business Process Automation applications. SAP Business Technology Platform (BTP) & SAP Business Data Cloud (BDC) - Knowledge in database and data management, analytics, application development and integration, intelligent technologies, and AI. Understanding of Integration, Application, Data, Infrastructure, and Security technology domains.
Bringing the State of the Art to Products Collaborates with and bridges the gap between researchers (in community, Microsoft Research [MSR], or in their own organizations) and development teams. Brings new technology and approaches into production by applying long-term research efforts to solve immediate product needs. With limited guidance from others, works to create product impact. Identifies approach, and applies, improves, or creates a research-backed solution (e.g., novel, data driven, scalable, extendable) to positively impact a Microsoft product or service. Solves components or aspects of a problem as assigned by a senior team member. May publish research to promote receiving new intellectual property for product impact. Participates in collaborative relationships with relevant product and business groups inside or outside of Microsoft and provides expertise or technology to create business impact. Participates in technology transfer attempts, filing patents, authoring white papers, developing or maintaining tools/services for internal Microsoft use, or consulting for product or business groups. May publish research to promote receiving new intellectual property for business impact. Capability Management and Networking Maintains ties with external network of peers and identifies prospective talent, when asked. May contribute to publications on research findings. May participate in candidate interviews. Collaborates with the academic community to develop the recruiting pipeline and establish awareness of their work. Reinforces a positive environment by applying best practices. May support mentorship by assisting with onboarding of research interns or other entry-level team members, if applicable. Documentation Performs documentation of work in progress, experimentation results, plans, etc. Documents scientific work to ensure process is captured. Participates in the creation of informal documentation and may share findings to promote innovation within group. Ethics and Privacy Understands and follows ethics and privacy policies when executing research processes and/or collecting data/information. Leveraging Applied Research Applies strategy by understanding the role in the team and applying the strategy provided by senior team members and incorporates state-of-the-art research. Asks probing questions to better understand strategy. Researches and develops an understanding of tools, technologies, and methods being used in the community that can be utilized to improve product quality, performance, or efficiency. Contributes knowledge around several specialized tools/methods to support the application of business impact or serves as an expert in a deeply specialized area. Gains deep knowledge in a service, platform, or domain and acquires knowledge of changes in industry trends and advances in applied technologies. Consults with engineers and product teams to apply advanced concepts to product needs. Learns product domain by reviewing products. Machine Learning Functionality, Insights, and Technical Tools Prepares data to be used for analysis by reviewing criteria that reflect quality and technical constraints. Reviews data and suggests data to be included and excluded. Describes actions taken to address data quality problems. Assists with the development of useable datasets for modeling purposes. Supports the scaling of feature ideation and data preparation. Helps take cleaned data and adapts for machine learning purposes, under the direction of a senior team member. Seeks guidance from senior team members when confronted with problems/challenges. Uses machine learning algorithms that structures, analyzes, and uses data in product and platforms to train algorithms for scalable artificial intelligence solutions before deploying. Begins to develop new machine learning improvements independently while under the direction of a senior team member. Collaborates to leverage data to identify pockets of opportunity to apply state-of-the-art algorithms to improve a solution to a business problem. Uses statistical analysis tools for evaluating Machine Learning models and validating assumptions about the data while also reviewing consistency against other sources. Begins to independently run basic descriptive, diagnostic, predictive, and prescriptive statistics. Assists with the communication of insights under the direction of senior team members. Supports the application and use of intelligence created during the training of algorithms for deployment. Seeks information about large-scale computing frameworks, data analysis systems, and modeling environments to improve models. Helps create a model, apply the model to real products, and then verify effects through iterations. Helps with experiments by putting multiple models in production and evaluating their performance. Sets up monitoring and implementation to track production models, under the direction of a senior team member. Addresses models when that break, under the direction of others. Leverages or designs and uses machine learning/data extraction, transformation, and loading (ETL) of pipelines (e.g., data collection, cleaning) based on data prepared.
On this team you will be responsible for managing an active case load and connecting via phone with distressed customers. Representatives communicate official positioning on company issues, develop creative solutions to complex customer problems, and identify and call out opportunities for improvements to business partners and senior leadership. In addition, you will contribute to an inclusive environment through respecting each others’ differences and having the curiosity to learn as well as demonstrate Apple’s values of inclusion and diversity in daily activities.