This role requires a leader who feel passionate about people leadership and will advocate for customer, specialist, and business needs to drive operational and continuous improvements. The candidate will actively reinforce and foster a culture of inclusion, diversity, support, debate, wellness, and growth.
This candidate will be responsible for the day-to-day management of RCC specialists, as well as collaborating closely with various departments across Apple to deliver the best possible Apple experience to our customers.
The successful candidate will achieve results by fostering an environment that delivers outstanding customer experiences and enhancing the efficiency and effectiveness of the frontline specialist team.
Minimum Qualifications
Fluent in both English and Mandarin (speaking, reading, writing)
Develop others through mentorship, coaching, and effective feedback
Instill trust within the team and operate with a high level of integrity
Exceed goals successfully, and persist in accomplishing objectives despite obstacles and setbacks
Communicate with excellence, and tailor your communication style to different audiences
Experience working with human resources in areas pertinent to employee management such as performance, welfare and development
Role models inclusive leadership behaviors and embraces their responsibility to build, develop and retain diverse teams
Makes space to listen, learn, and amplify diverse perspectives and experiences
Confronts barriers to greater inclusion with tenacity, care and commitment
Preferred Qualifications
5+ years experience in Sales, Retail, or Customer Care Center landscapes
2+ years of management experience, leading a team of 15+ direct reports
Experience leading in a multi-lingual/cultural environment
Knowledge for WeChat, Douyin, Taobao, Xiaohongshu, and other local e-commerce platforms
Resolve conflict and settle differences in productive ways
Follow through on commitments and establish mechanisms to encourage others to do the same
Make timely and sound decisions by asking questions and using analytics, experience, and judgment
Provide support and guide others through challenges while remaining calm in a fast-paced and constantly changing environment