Summary

At Apple, we believe in creating experiences that delight our customers at every touchpoint. We're looking for a dynamic people leader with strong work ethics and exceptional leadership skills to inspire and lead a specialized team of order management specialists dedicated to providing world-class support for our Apple Store Online customers.

Description

You will lead and oversee a team of Specialists, driving operational excellence in order management workflows and ensuring seamless, high-performing business operations.

As a team leader, you will develop talent within individual Specialists through intentional coaching, continuous feedback, and meaningful development conversations, fostering a culture of accountability, growth, and performance.

This position plays a critical role in upholding our commitment to delivering an exceptional Apple experience by ensuring timely resolution of order-related issues, mitigating unnecessary contacts, and contributing to initiatives that drive business improvements.

Beyond daily operations, you will champion team well-being, foster a high-performance culture, and leverage data-driven insights to identify systemic opportunities and implement impactful process improvements that elevate our overall service delivery.

Responsibilities

Lead, coach, mentor and develop a team of Support Specialists, fostering a culture of excellence, accountability, and continuous improvement
Champion team well-being, promote a positive and inclusive work environment
Conduct regular 1:1 meetings, daily team huddles, weekly team meetings, bi-annual performance review conversations, providing constructive feedback to enhance individual and team performance
Monitor and drive performance against key metrics, including but not limited to service level agreements (SLAs), resolution time, and process handling accuracy
Analyze trends, interpret data, and translate insights into actionable improvements
Maintain effective communication and collaboration with key stakeholders and cross functional partners regarding critical customer issues, trends, and resolutions
Identify, promote, and implement innovative ideas to improve customer experience and process efficiency within the business unit
Support the planning and rollout of new projects, initiatives, promotions, product launches, ensuring that the network is well-prepared and informed to handle evolving customer needs
Serve as the escalation point for complex and sensitive order issues, guiding team members to navigate through ambiguity to deliver timely and high-quality resolutions
Agility in navigating and work with partners to resolve and mitigate emerging P0/P1 issues such as process or tool breakdowns that impacts customer experience

Minimum Qualifications

Ability to remain composed and effective in a fast-paced, fast-changing environment
Demonstrated ability to foster a positive, supportive, and high-performing team culture, with strong emphasis on team well-being and engagement
Strong analytical skills and problem-solving ability
Outstanding communication and interpersonal skills
Demonstrated ability in navigating through ambiguity to guide and provide clear direction to specialists
Keen attention to detail with the ability to think creatively and outside the box
Proven track record in translating data insights into impactful process improvements
Flexibility to work non-standard business hours, including evenings, weekends, and public holidays, in support of business needs

Preferred Qualifications

3+ years of leadership experience in an e-Commerce or order management environment
Knowledge in SAP is a plus

RPAC Support Team Leader - Retail Customer Care