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Job details
Company: Apple Inc.
Contact Name: Apple Inc.
URL: https://www.apple.com/jobs/us
Job Title: AppleCare Business Manager - iTunes Store Support
Job Category: Management
Job Reference: 114172160
Job description:  
Changing the world is all in a day's work at Apple. If you love innovation, here's your chance to make a career of it. You'll work hard. But the job comes with more than a few perks.

We are looking for an AppleCare Business Manager who will run large and complex contact center teams. You will be responsible for leading the iTunes Store Support organization across several teams worldwide, that deliver multi-channel response and resolution for our customers. Expectations of this role include leading day-to-day operational execution while achieving and sustaining required targets in service level, customer satisfaction, issue resolution, as well as other contact center KPIs and SPIs.

You are a proven leader who knows how to drive business operations in a way that exceeds response and customer experience targets. You make certain teams can effectively deliver quality support by setting strategic plans to ensure customer satisfaction. You recruit, manage and develop your team, providing help when they need it and bringing out their very best. You have a knack for driving policies, program development, business strategy and fiscal planning. If you are ready to inspire and lead, join Apple and help us leave the world better than we found it.
This position is located on-site at an Apple campus in Austin, Sacramento or Santa Clara Valley.

At Apple, we believe in hard work, a fun environment, and the kind of creativity and innovation that only comes about when talented people from diverse backgrounds approach problems from varying perspectives. We believe each customer interaction is an opportunity to delight, impress, engage and inspire. We focus on all the small details to have the biggest impact.

As an AppleCare Business Manager you'll be responsible for the following:
Leading day-to-day iTunes Support operations so response and customer experience targets are exceeded worldwide
Establishing strategic plans that ensure iTunes Support teams can effectively deliver quality support, customer satisfaction and ensuring constant communication at all levels within the organization
Produce, analyze and articulate reporting of cost drivers and spend analysis
Effectively collaborating with leaders and teams across AppleCare, Finance, Retail Contact Center, Ops, iTunes Store, Engineering and Product Marketing
Drive policies, programs, staffing, organizational design, strategy, and budget planning for the organization
Perform personnel management activities for staff including recruitment, training, performance evaluation and salary management, and professional development through job assignment and training
Performance management, calibration, analysis, reporting on results
This position comes with competitive pay, great benefits, eligibility to participate in our company stock plan, time off, an employee discount, and dedicated resources to support your ongoing growth and career development.
Key Qualifications:
•Minimum 5 years experience in a senior level leadership capacity, supporting multiple lines of business worldwide in a Contact Center, Operations or Support Organization
•Proven track record of operational results in a large in-bound contact center
•Extensive background working with contact center suppliers, including commercial agreements, leading cost reduction initiatives, multi-channel support strategies and delivery/execution
•Successful in developing future leaders and strong working relationships with people of all levels and cross-functional partners
•Deep knowledge of contact center reporting, driving cost-reduction initiatives with the ability to quickly provide a thorough analysis of data
•Evaluate successes and failures for innovation and improvement opportunities and quickly acclimate when faced with new challenges
•Enjoy the challenge of unfamiliar tasks and quickly grasp the essence and underlying structure of complex processes
•Easily make connections among previously unrelated notions and readily sees the big picture
•Steadfast and dedicated to exceeding the expectations and requirements of internal and external customers
•Acquire firsthand customer information and use it for improvements in service and support delivery
•Act and lead with customers in mind
•Establish and maintain effective relationships with customers and key internal partners while gaining their trust and respect
•Make good decisions based upon a mixture of analysis, wisdom, experience, judgment and input from your team
•Communicate concisely and clearly, both written and verbal with experience presenting to senior leaders

Normally requires BA/BS Degree or MA/MS/MBA in business or related field

Additional Requirements:
Global travel and non-standard work hours, including evenings and weekends
Successful completion of a pre-employment assessment and background check

Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.
Employment type:
  • Full Time
Salary Range: Unspecified
Job Link: You must first register to view this information.
Other Information
Degree: Bachelors
Experience (year): 5
Job Location: Austin - Texas - USA
Zipcode: 78727
Post Date: 08/14/2018
Contact Information
Company: Apple Inc.
Contact Name: Apple Inc.




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