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Manager, Worldwide Global Store Support job

AppleAustin, TX
Apple jobs




Job Description

Manager, Worldwide Global Store Support

Austin,Texas,United States

Apple Retail

  • 5+ years in operational support environment, supporting contact centers or Retail stores preferred

  • 3+ years experience leading teams, including depth of analysis to establish staffing requirements and schedule patterns

  • Demonstrated ability to complete multiple tasks with tight deadlines

  • Uses rigorous logic and methods to solve difficult problems with effective solutions; can see hidden problems

  • Extraordinary communication and facilitation skills; is effective in a variety of formal presentation settings

  • Seeks out partnerships through cross-functional networking focuses on common organizational needs

  • Can comfortably handle risk and uncertainty

  • Quickly grasps the essence and the underlying structure of anything

  • Highly skilled at setting clear objectives and measures, as well as monitoring progress and results

  • Focused on each team members career goals, helping them to build out development plans, and providing challenging tasks and assignments


You are an operational guru with a deep and abiding passion for continuous improvement of the support experience. You are unafraid of managing the team to both high quality and productivity goals. You face problems with an eagerness to design creative, effective solutions. You look at a set of operational escalations and you are curious about how you can address the root cause of the problems to add value for the escalation categories that persist. You are here to do the best work of your life. Key responsibilities include: - Monitor escalation/ticket service levels and ensure prompt resolution - Perform regular quality assessments on work output for team, coaching for continuous improvement - Partner with Global Retail Support counterparts to ensure comprehensive documentation is available to the team - Collaborate with Business Process Re-engineer to prioritize process improvement opportunities and increase scope of team without affecting staffing ratios - Lead regular business reviews with Retail partners, including Market Directors - Take on a leadership role in planning support structures and processes for new product and program introductions - Some domestic and international travel required

Education & Experience

Bachelors degree required, MBA preferred

Additional Requirements

Apple Footer

Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant at http://www1.eeoc.gov/employers/upload/eeocselfprintposter.pdf (Opens in a new window) at http://www1.eeoc.gov/employers/upload/eeocselfprintposter.pdf .

Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. United States Department of Labor. at https://www.dol.gov/ofccp/PayTransparencyNondiscrimination.html Learn more at https://www.dol.gov/ofccp/PayTransparencyNondiscrimination.html (Opens in a new window) at https://www.dol.gov/ofccp/PayTransparencyNondiscrimination.html .

Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. If youre applying for a position in San Francisco, review the San Francisco Fair Chance Ordinance at https://sfgov.org/olse/sites/default/files/Document/FCO%20Poster%20Set%20All%20Languages%2010%2001%2018.pdf guidelines at https://sfgov.org/olse/sites/default/files/Document/FCO%20Poster%20Set%20All%20Languages%2010%2001%2018.pdf (opens in a new window) at https://sfgov.org/olse/sites/default/files/Document/FCO%20Poster%20Set%20All%20Languages%2010%2001%2018.pdf applicable in your area.

Apple participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program at https://www.apple.com/jobs/pdf/EverifyPosterEnglish.pdf (Opens in a new window) at https://www.apple.com/jobs/pdf/EverifyPosterEnglish.pdf .

Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy at https://www.apple.com/jobs/us/accommodationdrugfree.html Learn more at https://www.apple.com/jobs/us/accommodationdrugfree.html (Opens in a new window) at https://www.apple.com/jobs/us/accommodation_drugfree.html .

Estimated annual salary


  • Provide customer service by greeting and assisting customers and responding to customer inquiries and complaints.
  • Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers.
  • Examine merchandise to ensure that it is correctly priced and displayed and that it functions as advertised.
  • Monitor sales activities to ensure that customers receive satisfactory service and quality goods.


  • Reading ComprehensionUnderstanding written sentences and paragraphs in work related documents.
  • Active ListeningGiving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • WritingCommunicating effectively in writing as appropriate for the needs of the audience.
  • SpeakingTalking to others to convey information effectively.


  • Administration and ManagementKnowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
  • ClericalKnowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
  • Economics and AccountingKnowledge of economic and accounting principles and practices, the financial markets, banking and the analysis and reporting of financial data.
  • Sales and MarketingKnowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.



Company - Public (AAPL)


10000+ employees


Over $10B


Cupertino, CA


Information Technology




Tim Cook

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