29 days old

Global Executive Relations Operations Specialist

Cupertino, CA 95014
  • Job Code
    200217457
Summary

Summary

Posted: Jan 26, 2021

Weekly Hours: 40

Role Number:200217457

Executive Relations (ER) is the crucial link between Apple customers and Apple's Executive Team, Public Relatio...Summary

Summary

Posted: Jan 26, 2021

Weekly Hours: 40

Role Number:200217457

Executive Relations (ER) is the crucial link between Apple customers and Apple's Executive Team, Public Relations, Investor Relations, Apple Legal, and the VP of AppleCare in solving complex, sensitive issues!

The Executive Relations Quality Operations team plays a critical role in supporting the worldwide ER teams to deliver the highest levels of Customer Satisfaction and Quality! The team is responsible for delegation, quality, policies and procedures, tools, training, reporting, projects/programs, and building standard methodologies.

The primary responsibilities of the Global ER Operations Specialist include leading global training requirements by crafting and delivering training programs according to ER's training strategy; leading global communications to the ER business on process & procedure changes, updates, alert notifications, upcoming events such as NPI's, and leading quarterly project/program reviews for ER Leadership; handling internal systems such as Gather and ER's knowledge base intranet site; and managing project/program planning and execution.

This position requires the ability to communicate and interact with multiple levels of management and cross-functional groups. The candidate must possess the ability to work with ER Managers and businesses remotely, globally. To be successful in the role, the candidate must have extensive knowledge of Apple's tools, standard operating procedures and ER procedures.

Key Qualifications

  • Strong business insight with the ability to prioritize and manage the needs of multiple partners.
  • Excellent communication and presentation skills, both written and verbal
  • Ability to develop relationships with internal and external partners and be seen as a trusted partner by the function they support.
  • Comfortable shifting between strategic and tactical capabilities
  • Customer focused and able to work effectively and independently in a high-stress and fast-paced work environment.
  • Ability to effectively lead and clearly communicate overall project timelines, deliverables, and resourcing needs.
  • Ability to manage multiple projects, prioritize workload, eliminate roadblocks and meet deadlines and timelines.
  • Proven cross-functional experience with the ability to work as part of a distributed team.
  • Innovative and creative in approaches to content management and global communications.
  • Demonstrates the ability to understand and explain complex business processes, systems, and tools.
  • Experience building processes and procedures with outstanding attention to detail.
  • Strong working global knowledge of AppleCare systems and processes.

Description

Ensures initiatives are aligned with ER's vision and strategy by understanding how projects support overall business goals.

Builds formal networks with key partners across functional groups outside own area of expertise to produce work that incorporates partner input and partner requirements.

Gathers, defines, and documents project requirements and scope. Uses data analysis to support conclusions and decisions. Anticipates and adjusts for problems, risks, and roadblocks without impacting deliverables.

Trains and supervises the activities of global SMEs through 1x1s, meetings and progress measurement activities to deliver on day-to-day requirements and to bring projects to completion on time.

Communicates with leadership on data trends, upcoming projects, process changes, and potential risks to allow management to make well-informed decisions for the organization.

Incorporates customer satisfaction into all project activities with the goal of improving the overall experience through effective project management. Meets commitments and resolves open action items, promptly communicating changes in scope. Measures performance against goals, evaluates results, and holds self and others accountable. Utilizes a continuous-improvement mentality by bringing innovative approaches to the team and by developing and curating curriculum and procedural content to optimize performance.

Education & Experience

BS/BA or equivalent experience

Additional Requirements

  • Must be flexible with working hours based on global business needs


Posted: 2021-01-26 Expires: 2021-02-25

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Global Executive Relations Operations Specialist

Apple, Inc.
Cupertino, CA 95014

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