Job Description

The evolution of digital shopping is driven by the power of people! Retail Customer Care (RCC) is part of Apple’s Retail organization instrumental in delivering a customer experience that’s unlike any other. Apple Retail Customer Care (RCC) prides itself on putting the customer in the center of it all by offering the highest level of engagement, expertise and service. As Apple continues to launch amazing products and services, Retail Customer Care (RCC) will continue to innovate and transform the shopping experience, creating seamless customer journeys across online, stores and beyond. The successful candidate will drive results by creating an environment that delivers best in class customer experience and driving excellence and effectiveness across the specialist population.   This individual is responsible for the day-to-day management of contact center team leaders and specialists, as well as partnering with groups across Apple to deliver best in class customer experience. The position requires leadership, people development, and tactical execution of new and existing programs.   As a member of the RCC management team the individual will require strong cross-functional leadership skills and a demonstrated track record of driving for excellence in the area of Customer Satisfaction/Experience.

Description

Responsibilities includes not limited to; ・Lead a team of team managers and oversee the management of the specialists ・Cultivate and maintain a positive and motivating work environment by promoting teamwork and focusing on engaging employee relationships ・Ensure that quality customer service levels are achieved (monitor and drive operational metrics: daily, weekly, monthly, quarterly) ・Monitor customer satisfaction and the ‘Voice of the Customer’ to continuously improve the specialist’s ability to deliver best in class experience ・Partner with HR and the operations team to plan and manage hiring and staffing plans ・Enable a culture of continuous improvement across all levels ・Work with the global team on the deployment and execution of  worldwide initiatives  ・Contribute to the formulation and implementation of the wider business plans, strategies and tactics within the Retail Customer Care team ・Continually review systems and processes to improve both employee and customer experience

Minimum Qualifications

• Minimum 3-5 years leadership experience in a Customer Service/Contact Center
• Strong communication skills
• Fluent in Japanese and English.

Preferred Qualifications

• Experience working for a global organization within the technology sector
• Strong analytical ability and good track record in decision making supported by good business acumen
• Strong collaboration skills with experience working in a matrixed organization
• Knowledge and experience in e-commerce environment

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