苹果RCC Business Planning & Comms Manager - Retail Customer Care
任职要求
Minimum Qualifications
• Minimum of 3–5 years of experience as a Project Manager in a top-tier management consulting firm, or deep experience in an operations strategy role within the high-tech industry
• Demonstrated ability to design communication strategies aligned with organizational goals and ensure flawless execution
• Excellent planning, organizational, and implementation skills
• Strong verbal and written communication skills
• Proficiency in Keynote and photo/video editing applications
• Bachelors degree or equivalent experience
Preferred Qualifications
• Proven experience in shaping and implementing complex regional programs and initiatives, with the ability to drive and lead multiple implementation projects simultaneously
• Strong problem-solving abilities
• Exceptional attention to detail, with the ability to zoom in and out as needed
• Demonstrated ability to work independently in areas of ambiguity
• Proven ability to build strong relationships within cross-functional teams, with demonstrated success in managing complex international collaborations
• Experience interacting with and influencing stakeholders at all levels of management
• Ability to work within a flexible schedule and embrace change enthusiastically
• High level of ethics, integrity, and trust
• Experience in graphic design, desktop publishing, or web-based media such as newsletters, blogs, or websites is a plus
• Experience in a call center organization is a plus工作职责
Responsibilities include, but are not limited to: - Plan and support the Site Leader in driving RCC strategies focused on operational excellence, talent development, innovation, inclusion and diversity, and more. - Execute cadence and management system for RCC strategic activities, and help coordinate business operations in collaboration with relevant stakeholders. - Support Site Leader and APAC Business Planner in planning and coordinating leadership site visits and key communication meetings, including contributing to agenda development. - Implement communication strategies that promote awareness and alignment around key organizational themes. This includes supporting the execution of leadership staff meetings, quarterly offsites, manager sessions, all-team meetings, and internal communications (e.g., websites, message boards, and emails). - Create platforms and engagement forums that enable leaders to connect with employees in fun and meaningful ways that reflect Apple’s culture and values. - Contribute to delivering employee experiences that are thoughtfully designed—intentional, authentic, and aligned with Apple’s values. - Develop best-in-class communication collateral aligned with corporate brand guidelines and Apple’s design and style philosophy.
• Assess current business processes for improvement opportunities to assist in the creation and ongoing maintenance of the RCC roadmap for both capital and non-capital work • Consult with Project Teams on high-level requirements and strategies that impact RCC’s strategic marketplace teams ensuring the highest level of customer experience in a scalable manner • Collaborate with the technical and business teams to ensure systems are ready for new product launches aware optimized to drive desired business outcomes • Build positive relationships with all key cross-functional partners and contribute to an inclusive environment by respecting each others’ differences and having the curiosity to learn • Supervise operational metrics on a daily, weekly, monthly and quarterly basis and participate in quarterly and annual business planning and forecasting reviews
In this role, you will collaborate closely with regional and global Quality Program Managers, Retail Customer Care leadership and cross functional stakeholders to uphold the quality standards and elevate the customer experience.. Through targeted contact review, you will be responsible for helping identify business trends and insights, leveraging that to craft a framework that guides the business to understand what matters to the RCC leadership and customers in your region. A Quality Program Manager will participate in weekly business reviews, provide insights from both their own and other coaching contact reviews and are responsible for quality analysis and reporting. You will need to be regularly lead and participate in calibration activities, be an expert in quality standards and align the teams with these standards. You will also need a deep knowledge of the business, performance management and vendor management practices. It is important that you are able to articulate and analyze customer expectations and satisfaction, service trends and professional ethics and operational policies and procedures are followed. A Quality Program Manager is responsible in supporting and guiding their respective sites and business partners to achieve goals in customer satisfaction and quality performance and includes building behavior based coaching plans based on qualitative and quantitative insights. This work will be achieved through influencing management, adopting best practices and effective root cause analysis on the reasons for customer dissatisfaction or lack of adherence to customer and business critical processes and practices. This is all done through the lens of As one of multiple quality program managers for the region, you will also partner with your peers to set the direction and provide consistency across the network.