Job Description

RCC Service And Support Area Manager

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. At Apple, we believe that hard work, a fun environment, creativity and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage and inspire and that by focusing on the smallest of details and driving for excellence, we can drive the biggest impact. We are looking for an RCC Service and Support Area Manager to inspire teams to align to the vision of our Retail Contact Center (RCC) to achieve industry leading results. We are looking for a candidate who is passionately focused on driving results by creating an inclusive learning environment that delivers a best-in-class customer experience.

The RCC Service and Support Area Manager is a key position in managing and leading the day-to-day operations of RCC, which includes leading a group of team leaders and specialists. The position requires strategic and tactical execution of new and existing programs. The position may require on-call availability as well as some weekend and holiday coverage. As an RCC Service and Support Area Manager:

• A customer-focused and detail-oriented individual, committed to placing the customer at the heart of everything we do
• Ability to maintain a positive attitude in a fast-paced environment, ensuring teams focus on one customer, one task, one case at a time
• Manages and develops team leaders; may also lead individual contributors
• Adapt to changes in technologies, process, policies, KPI's, and strategies, and take ownership to drive changes for the team
• Responsible for fostering culture of retail, creates a positive environment where diverse perspectives and backgrounds are welcome so that every team member feels valued, respected and empowered to do the best work of their lives focusing on meaningful engagement and fostering an environment of trust

Minimum Qualifications:

• 7 years of experience in a retail sales or contact center environment and 3 years of people management experience
• Proven record of driving results and delivering excellence in execution
• Exemplary decision making skills, sound judgment with excellent written and verbal communication skills
• Experience holding self and team accountable to following established processes and procedures

Preferred Qualifications:

• Experience establishing and documenting improved efficiencies in workflow and system processes
• Experience in leading, coaching, motivating, and developing teams and leaders
• Experience collaborating in multi-function projects and programs
• Expertise in driving employee and customer satisfaction initiatives
• Familiarity with Employment Law and other key subject areas associated with managing a large-scale call center
• Ability to clearly identify goals, communicate vision for the team, and then deliver results consistent with that message

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.

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