Apple Support Communities help customers get the most from their Apple products and services through interaction with other Apple product users and enthusiasts. The Communities are offered in multiple languages today with more global expansion planned for the future. The Engagement Manager will lead a global team of Community Managers and Moderation teams to support Apple’s efforts to drive rich and meaningful interactions between Apple and its customers.
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5+ years of management experience
Solid understanding of online communities & social media
Outstanding interpersonal and communication skills
Ability to work with metrics, scorecards, and analytics to drive process improvements
Ability to lead global teams, launch global projects, and adapt initiatives for cultural differences
Ability to function in a fast-paced environment and prioritize multiple projects under tight deadlines
Ability to exercise independent judgment and decision making
Ability to manage the development of team members
Willingness to work irregular hours and frequent travel to ensure full support of global team
Highly Desirable:
Experience supporting customers via social media
Experience with engineering teams, user acceptance testing, business validation, and Agile methodology
Experience launching new business models in different regions
Description
-In this role you will lead the Global Community Engagement team, made up of Community Managers and Community Moderators located around the world. You will help to ensure operational excellence through service level management and metrics analysis, on-time execution of new product introductions, and contribution of regional subject matter expertise and user acceptance testing on global community projects. -You will evangelize the customer perspective and drive operational issues to resolution in partnership with the broader community organization. You will drive short and long-term plans to build relationships, and deepen engagement, with Apple’s customers as they look for and provide answers on the Apple Support Community. -You must be a natural relationship builder and a results-oriented individual who understands the dynamic of online communities and how to engage community members. You must be a team player who can inspire and collaborate with colleagues at all levels, as well as with our customers. You are passionate about online communities and understand the impact that they have on a company and customers. You understand the high-profile nature of Apple’s business, and are willing to apply your experience in a way that meets Apple’s rigorous standards for user experience design, brand integrity, and customer privacy. Key Responsibilities: •Execute Apple’s community vision and strategy to cultivate meaningful customer relationships that drive community participation and answers. •Lead multiple Community Manager & Moderation teams as they work to drive community engagement with their local customers •Lead the expansion of the Apple Support Community into new regions as necessary •Evangelize the customer’s perspective, always thinking about how to improve their experience •Resolve escalations and partner with the Community Platform team to prioritize tickets aimed at improving the customer experience using the community •Identify community trends and quickly act to amplify or course correct as needed •Collaborate with AppleCare, Apple marketing, engineering, retail, regional, and other Apple stakeholders on ways to increase community engagement and to demonstrate the value of the community •Develop and manage the skill sets of the Community Managers and Moderators as they progress on their career paths •Travel can be up to 50% (including some international travel)
Education
Bachelor’s degree in related field (Communications, Marketing, Customer Service, Operations, Business etc).
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