RPAC Lead - Retail Customer Care at Apple

, , Singapore -

Full Time

Start Date

Immediate

Expiry Date

15 Jan, 26

Salary

0.0

Posted On

17 Oct, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Contact Centre Management, E-commerce, Leadership, Team Development, Strategic Planning, Performance Management, Collaboration, Analytical Skills, Communication, Operations Management, Cost Management, Diversity and Inclusion, Employee Engagement, Continuous Improvement, Matrix Management

Industry

Computers and Electronics Manufacturing

Description

Retail Customer Care Centre, operationally supporting Apple Store Online (ASO) and Apple Retail Stores (ARS). RPAC Retail Customer Care Centre is a direct channel for Apple focused on driving pre and post sales customer interactions and managing order support related activities across RPAC. The successful candidate is passionately focused on the customer and gets results by creating a learning environment that delivers best-in-class customer experience, drives sales and service excellence and develops programmatic strategies for the ongoing development of the team. You are responsible for owning the daily operations of a large internal contact centre, and leading a team of supporting Managers, and a network of outsourced partners to support business needs throughout the year. The position requires strategic leadership, people development, tactical execution of new and existing programs, and cross organisation partnership (both regionally and globally). Inclusion is a shared responsibility and we hold ourselves and one another accountable for bringing everybody in. DESCRIPTION As the RPAC RCC lead, you will be working in a matrix environment where you are responsible for driving RPAC RCC business excellence through partnership with regional ASO, ARS, Operations and AppleCare etc. Responsibilities includes not limited to; ・Lead and manage a large organisation of management and specialist teams across Sales and Support functions, and outsource vender management. ・Drive overall network performance (both internal and external) across RPAC to meet sales, service and support goal attainments by markets. ・Partner with RCC Business Operations team to plan and execute all staffing strategies in accordance with forecasting, staffing and planning, workforce management, utilisation and attainment goals. This includes includes supporting ramp activities— onboarding & off boarding process. ・Collaborate with both global and regional partners on strategic focus areas and priorities to drive region wide solutions that are scalable across the GEOs. ・Leverage on “Voice of Customers” and quality matrices to drive continuous improvement from a scale, efficiency and experience standpoint. ・Champion a weekly, monthly and quarterly review cadence and management system where performance is closely tracked and actions are promptly taken for opportunities identified. ・Lead with values— cultivate a positive and motivating work environment by promoting collaboration, teamwork, inclusion and diversity, with a strong focus on employee engagement and experience. MINIMUM QUALIFICATIONS Minimum 7-10 years senior management experience in a Customer Service / Contact Centre or equivalent Experience working for a global organisation within the technology sector Knowledge and experience in an e-commerce environment Ability to motivate and influence in a matrixes environment Excellent communication skills, verbal and written Operations and cost management experience PREFERRED QUALIFICATIONS Strong collaboration skills with experience leading large regional organisations Strong analytical ability and decision making skills Adaptability and agility to learn, evolve and thrive in a rapidly changing landscape Role models inclusive leadership behaviors and embraces responsibility to build, develop and retain diverse teams Makes space to listen, learn, and amplify diverse perspectives and experiences Confronts barriers to greater inclusion with tenacity, care and commitment

Responsibilities

The RPAC RCC Lead is responsible for driving business excellence through partnerships with various teams and managing a large organization across sales and support functions. This role involves overseeing daily operations, performance tracking, and fostering a positive work environment focused on customer experience.