AMR Retail Executive Relations Team Manager

Apple - Austin, TX

Full-time - Mid Level

Austin, TX

Computer and Electronic Product Manufacturing

About the position

The AMR Retail Executive Escalations Representative at Apple is responsible for leading a team that addresses critical customer issues escalated from the Executive Team and other stakeholders. This role focuses on enhancing customer service recovery and ensuring a magical digital shopping experience for customers. The representative will work collaboratively with various management teams to drive continuous improvement in processes, people, and technology, while fostering an inclusive environment that respects diversity and encourages learning.

Responsibilities

• Lead a team of regional employees supporting executive escalations related to the Apple Store Online and Apple Retail Stores.
• Partner with management across functional areas, divisions, and regions to support the Executive Relations team's objectives.
• Handle complex customer satisfaction issues and liaise with business partners to identify and resolve improvement opportunities.
• Exercise judgment and discretion to determine appropriate actions for critical customer issues.
• Contribute to an inclusive environment by respecting differences and demonstrating Apple's values of inclusion and diversity.

Requirements

• 4+ years of supervisory experience in a customer service/support environment.
• Experience managing a diverse group of people and responsibilities.
• Proven ability to develop team members to achieve their potential.
• Experience leading people, projects, or initiatives with a worldwide scope.

Nice-to-haves

• Experience supervising and leading teams at Apple who support the customer experience.
• Strong communication skills at all levels and teams.
• Ability to evaluate complex issues and propose optimal solutions.
• Influence leadership through effective presentations of concepts and recommendations.
• Ability to thrive in ambiguous environments and think clearly in fast-moving situations.
• Proactive team player with a strong sense of ownership and accountability.
• Strong leadership skills with a participative style.
• Ability to prioritize deliverables with attention to detail.
• Outstanding written and verbal presentation skills.

Benefits

• Health insurance coverage
• 401k retirement savings plan
• Paid holidays
• Professional development opportunities
• Diversity and inclusion programs