18 days old

Senior Manager, WW RCC Sales

Austin, TX 78701
  • Job Code


Posted: Oct 5, 2020

Weekly Hours: 40

Role Number:200195780

The people here at Apple don't just craft products - they build the kind of wonder that's revolutionized industr...Summary


Posted: Oct 5, 2020

Weekly Hours: 40

Role Number:200195780

The people here at Apple don't just craft products - they build the kind of wonder that's revolutionized industries. 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.

The Retail Contact Center Sales Optimization team is seeking an innovative and influential leader to guide the Assisted Sales customer experience at Apple. This Global Sales Optimization Manager will influence worldwide cross-channel sales strategy through ownership of the relationship and initiatives between the Retail Contact Center, Apple Online, Retail Stores and other customer-facing channels. This leader will play a key role in the development of a team of hard-working and passionate Program Managers.

We are a sophisticated and fast-paced team with tremendous drive. It is an outstanding opportunity to deliver phenomenal new sales experiences, while simultaneously representing the organization well beyond the contact center. Key partnerships include members of Apple Online, AppleCare Support, Retail Store, IS&T, Retail Comms, Retail Learning and Development and Global Contact Center Leadership.

Key Qualifications

  • Strong drive for results balanced with passion and dedication to the delivery of consistent and unparalleled customer service, both internal and external.
  • Ability to develop strategies and implement solutions, recognizing potential impact on customers and Contact Center teams worldwide.
  • Proven ability to quantify results of strategy, identifying trends and seeking continuous improvement.
  • Experience managing projects or programs, including large, cross-functional contact center or support initiatives, with an emphasis on technology solutions.
  • Extensive knowledge of contact center tools and processes as well as knowledge of Digital, Service and retail tools and processes preferred.
  • Demonstrated success in prioritizing, planning, and executing strategies.
  • Agile and resilient, able to thrive in an ambiguous environment and work independently.
  • Excellent organization and time management skills with the ability to manage multiple projects concurrently while balancing responsibilities.
  • Self-motivated, driven individual comfortable in a global, fast paced environment.
  • Experience interacting with and influencing business partners at all levels.
  • Operate at both strategic and tactical levels, and move quickly between the two.
  • Passion and dedication to the delivery of an unparalleled and consistent experience.
  • Outstanding verbal and written communication skills with experience addressing varied audiences.
  • Strong analytical and organizational skills are vital.
  • 5+ years Retail and Project/Program Management Experience.
  • Other duties as assigned.


You will lead a distributed team of hard-working program managers and identify new talent for critical positions, when applicable.
A driver of results and strategist with a long-term vision and track record for innovation, who will identify new opportunities and standard methodologies while advising strategic and innovative programs on time, on budget and aligned with organizational goals.
Cross-Functional business partner with strong relationship-building skills who advises business groups across the company and provides strategic direction on initiative selection, integration, resources and prioritization, and ensure initiative alignment with business vision, strategy and deployment within Apple.

A highly effective communicator with the ability to move fluidly between communication styles to meet a varied audience; presenting to executive leadership one day and hosting a roundtable with Specialists the next.

Hands-on leader, who takes full accountability from conception through implementation of critical contact center initiatives; applies tactical needs to a long term strategy in order to keep the organization on a path that is flexible, scalable, and addresses immediate business problems.

Analytical problem solve who coordinates the development of improvement of measurement and analytical methodologies both pre and post implementation, to ensure ongoing program success.

Ability to travel several times a year, including occasional international trips to support global initiatives.

Phenomenal teammate with a passion for debate.

Education & Experience

10 years experience in Sales or Contact Center environment or related
Bachelor Degree or equivalent experience required

Additional Requirements

  • This role can be based in Austin, Texas or Santa Clara Valley, California

Posted: 2020-10-05 Expires: 2020-11-04

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Senior Manager, WW RCC Sales

Apple, Inc.
Austin, TX 78701

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