Customer Experience Manager - Quality Programs

Summary
Posted: Dec 19, 2023
Role Number:200529842
Retail Operations creates the tools and programs that empower our teams to provide, a one of a kind, only at Apple experience. We do this by obsessing over the employee and Customer Experience, and driving a global strategy that sets the bar for Apple and our channel partners. As the WW Ownership Operations Team in Apple Retail, we build and deliver strategies, campaigns, programs, tools, and use reporting to enable consistently excellent execution across Retail. We do so by working across many business functions and with our customers in the field, ensuring that every leader and team member has everything they need to create a world class experience for customers. As the WW Customer Experience Manager you will help teams to ideate, build, test, and deliver strategies that improve and differentiate the Retail Customer Experience, both cross-channel and in-stores, making Apple Retail the channel and brand leader.
Key Qualifications
Key Qualifications

• Proven leadership in establishing vision, goals and developing strategic and tactical execution plans.
• Demonstrated ability to analyze data and information, identify trends and problem statements, build innovative solutions and strategies, drive implementation and execution and iterate.
• Passionate people manager who builds capabilities of individuals and teams through effective employee development, involvement, communication and mentoring.
• Demonstrate collaboration and inclusion through hiring and promoting inclusive and diverse talent, encouraging all voices to be heard and valuing those voices, and serving as an example of leading a culture of belonging for others across Apple.
• Adept at leading highly capable leadership teams to deliver cross-functional projects and programs.
• Expert knowledge of the retail industry, commerce, and omni channel trends
• Ability to prioritize, plan, delegate and implement strategies, programs and projects optimally.
• Dedication to identifying and communicating innovative ideas in a way that gains consensus and builds partnership.

Description
Description
Responsible for crafting the strategy, roadmap, capital funding requirements, and implementation plans for customer programs that impact stores globally. Co-leads Apple’s cross-channel strategies with Apple Store Online (ASO) and Retail Contact Centers (RCC) to enable an outstanding and consistent consumer experience while delivering sales performance. Ensures Geo feedback is sought after and taken into account to build innovative approaches in alignment with the needs of all of Apple’s markets. Strong accountability to business priorities and financial planning, leading a distributed team of Managers who deliver on medium to large size, global and cross-functional initiatives.
Education & Experience
Education & Experience
Master’s degree in relevant field (MBA a plus) or equivalent experience
Additional Requirements
Additional Requirements

• 7+ years of experience in Retail operations or related field
• 5+ years of Leadership experience
• 20% travel required

Pay & Benefits
Pay & Benefits

• At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $141,200 and $264,100, and your base pay will depend on your skills, qualifications, experience, and location.
  Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan. You’ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses - including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits.
  Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.