Apple Business Support Area Manager

At Apple, we believe that dedication, a fun environment, creativity and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage, and inspire. By focusing on the smallest of details, we can make a big impact with our customers. Inclusion is a shared responsibility, and we hold ourselves and one another accountable for fostering a culture where everyone feels seen, heard and inspired to do their best work. Building this environment starts with you! The people here at Apple don’t just craft products – they build the kind of wonder that’s revolutionized entire industries. Building this environment starts with you! 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. Join Apple, and help us leave the world better than we found it! Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there’s no telling what you could accomplish.

Description

The Area Manager in Apple Business Support is responsible for leading multiple teams and Team Managers to bring out the best in our people, drive excellence in the role, and ensure Apple’s Business Customers are given exemplary support. The role will include the following duties: -Regular connections with your Team Managers to coach and align on business direction -Daily operational involvement in your Lines of Business to ensure KPIs are met -Driving excellence through performance and conduct management -Responsible for managing multiple projects impacting the ABS organization -Engagement with all levels within the business to listen to and action feedback -Communication around monthly and quarterly performance to Business Manager level

Minimum Qualifications
• Minimum of one year as an Applecare Area Manager
• Minimum of 3 years experience in AppleCare Contact Center management position
• Strategic mindset for handling evolving contact center demands in a changing environment
• Comfort with ambiguity while managing lines of business with different demands in a complex area of AppleCare
• Demonstrates courageous leadership in providing actionable feedback and championing difficult issues
• Values difference and brings in perspective, encouraging a diverse approach to problem solving
• Understanding and exposure to Disciplinary Management Experience with reporting tools: GBI, iScore, Tableau

Preferred Qualifications
• Makes space to listen, learn, and amplify diverse perspectives and experiences.
• Actively seeks out opportunities to champion and celebrate inclusion and diversity

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. Learn more about your EEO rights as an applicant .

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