Director WW Specialty Teams Apple Austin

Job Description: • 2-minute read •
AppleCare is seeking a proven leader who will manage large, complex, global contact center teams and projects. Responsible for managing world wide contact center support organization across several Apple locations, home-based and vendor partners. Responsible for the day-to-day internal and vendor operations which includes iTunes, Enterprise, Social Response, Partner Relations and Executive Relations support teams; directing, managing, coaching staff to ensure high quality customer service.

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Responsible for delivering multi-channel response and resolution of technical and customer service issues related to Apple products, services and solutions. Deliverables include overseeing day-to-day operational execution - achieving and sustaining required targets in service level, customer satisfaction, issue resolution, as well as other contact center KPIs, SPIs. Serves as a key member of the AppleCare Support Leadership Team as well as the AppleCare representative for theApple Site Leadership Team for the Austin Campus, including facilities planning for AppleCare. 25-30% travel required, including international travel. ****This position will be based onsite in Austin, TX *****

Key Qualifications

Minimum of 15 years of demonstrated experience in a fast-paced global in-bound contact center environment including technical support management with phone, e-mail and chat solutions.
Senior management experience leading managers in a large global contact center organization
Strong understanding of cost and financial accounting principles
Ability to interpret complex analysis, budgeting data and business information
Experience managing global teams of support managers and projects
Drive strategic change throughout the support organization
Present key metrics and project updates to executive team
Contribute to multiple cross-functional teams
Managing day-to-day operations to ensure response, customer experience targets are exceeded.
Ensure teams can effectively deliver quality support by setting strategic plans to ensure customer satisfaction.
Delivers input and drives policies, programs, staffing, organizational design, strategy, and budget planning for the organization.
Performs personnel management activities for staff including recruitment, training, performance evaluation and salary management, and professional
Description

Key responsibilities include: Management of multi-site, multi customer, global call center teams and projects Experience managing international operations and offsite personnel Experience managing outsource vendors Demonstrated leadership, decision making and team building skills Outstanding verbal and written communication skills to effectively communicate across multiple levels of the organization Function effectively in a high paced environment Drive a culture of continuous improvement by establishing and maintaining a high performing team where new ideas and solutions are encouraged

Education

Requires BA/BS Degree or MA/MS/MBA in business or related field

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