APAC Retail Executive Relations Senior Manager

At Apple, we believe that by focusing on even the smallest of details, we can make a significant impact on the customer experience. The Retail Executive Relations Team connects individually with customers and responds to critical customer issues from Apple’s Executive Team, Public Relations, Apple Legal, Governmental boards, Investor Relations, and other stakeholders. As the APAC Retail ER Senior Manager you will play an essential role in managing a broad team of people connecting with APAC customers and worldwide stakeholders, as well as connecting with local government officials, on escalation resolution and sustained improvements to the Apple customer experience. In this role, you will lead a team of regional employees who support executive escalations related to the Apple Store Online and Apple Retail Stores. Reporting to the Worldwide Retail Executive Relations Manager, the APAC Executive Relations Senior Manager will partner with management across functional areas, divisions, and regions in support of the ER team’s objective of continuous improvement in process, people, and technology. As a team, we contribute to an inclusive environment through respecting each others’ differences and having the curiosity to learn while also demonstrating Apple’s values of inclusion and diversity in daily activities. - Lead and develop a group of team managers who are responsible for teams of ICs managing executive escalations, business partner relationships, and escalation reduction. - Maintain and further develop a comprehensive APAC government relations strategy aligning with organizational goals and regional priorities. - Guide data and gap analysis to identify regional trends with a global perspective on reducing and eliminating escalations. Minimum Qualifications 5+ years of management experience of leading/developing leaders of individuals. 10+ years of experience in customer service roles and industry. Experience managing a diverse group of people and responsibilities and developing people to achieve great things. Comfortable taking on ambiguity and thinking clearly in a fast-moving situation. Comfortable engaging with multiple levels of leadership as well as government officials. Outstanding written and verbal presentation skills. Preferred Qualifications Ability to evaluate complex issues and propose optimal solution(s). Experience influencing leadership through poised presentations of concepts and recommendations. Proactive team-player with a can-do attitude and a deep sense of ownership and accountability. Comfortable taking on any crisis moments. Encourages direct and tough debate, and intuitively knows when to drive to a decision. Influence worldwide teams to ensure regional needs and preferences are represented in key operations decisions. Fluent in business-level Mandarin.