苹果Team Manager, Retail Customer Care
任职要求
Minimum Qualifications • 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) • 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 Preferred Qualifications • 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
工作职责
• 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.
As the Manager for the QPM team in Greater China, you will be responsible for leading and developing a talented team of Quality Program Managers. You will provide coaching and development opportunities to enhance team skills and performance, while fostering a collaborative and supportive team environment. In this role, you will work with the business teams (in region and worldwide) as well as collaborate with the Retail Customer Care leadership. You will translate the regional quality strategy into actionable plans for the GC market, ensuring that our quality initiatives are tailored to local customer expectations and business needs. You will participate in business reviews, provide quality insights and are responsible for driving quality and performance improvements. You will need to be responsible in supporting and guiding QPMs to achieve business goals in customer experience and quality performance and includes building behavior based plans based on qualitative and quantitative insights. This is an exciting role with an opportunity to greatly impact the customer experience at Apple while working in a supportive team environment.
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.
Responsibilities include, but are not limited to: 1) Build a high performance, input driven team • Attract, hire and retain top commercial and digital media talent • Provide strong mentoring and coaching to direct reports and commercial representatives • Elevate skillsets and develop bench strength in the organization • Determine short and long-range revenue plans per property, vertical, account, territory, and AE; annual revenue budgets; tactical action plans • Create and implement programs and tools that increase performance by the commercial staff • Develop relationships with key digital media and marketing executives in CN. • Lead the CN team to promote advertising solution for advertisers and customers. 2) Grow revenue • Develop account, and agency coverage strategy for China’s global brands and export industry • Drive strategic relationships with Fortune 500 type clients. Build upon prior success in this area to continue to grow this opportunity. • Drive the commercial management process as well as play a hands-on role in generating leads and opening doors for the commercial organization. • Partner with Amazon Retail and Online Ad Product teams on category and product development strategies • Lead the larger organization of Amazon Advertising for success • Partner brands and support all advertiser education initiatives that will help their advertising on Amazon. 3) Serve as Amazon’s Advertising Industry Ambassador • Responsible for overseeing decision making and strategies for large customers within the Endemic business lines. • Utilize existing client and agency relationships to drive large, long-term deals with top brand advertisers • Represent Amazon at key industry conferences, trade magazines and other speaking events • Drive strategic meetings with senior executives to help set program direction and priorities 4) Drive product innovation through thorough understanding and representation of customer and industry trends/needs to ensure Amazon continues to provide a powerful and differentiated value proposition • Partner with product development to prioritize and build innovative new advertising products to provide a truly better and differentiated advertising business for our customers • Assess potential acquisition or partner targets to expand the program’s reach and scope Internal job description Basic qualifications Bachelor's degree. Strong analytical abilities. Proven track record of managing internal and external relationships and building high performance teams, hiring and developing the best talent. Proven records of delivering commercial results from B2B companies that delivers complex enterprise-level solutions. Excellent written and verbal communication skills, presentation skills externally and internally, strong attention to detail, and good follow-through. Have exceptional management experience in developing and executing commercial strategies, tactics, plans, processes, systems and programs to represent customer needs/perspectives. Preferred qualifications 7-10+years of experience selling advertising or advertising-like services, having e-commerce related background preferred. Ability to work cross-functionally and with a wide range of employees with different skill sets and backgrounds. Professional traits that are not unique to this position, but necessary for Amazon leaders: Exhibits excellent judgment. Hires great people, develop and care about them. Has relentlessly high standards. Thinks strategically, but stays on top of tactical execution. Expects and requires innovation of their team. Results oriented.
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.