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Customer Experience Manager, AppleCare Service Channels
Category: Computing, Publishing
  • Your pay will be discussed at your interview

Job code: lhw-e0-85144152

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  Job posted:   Wed Feb 28, 2018
  Distance to work:   ? miles
  2 Views, 0 Applications  
Customer Experience Manager, AppleCare Service Channels

# Customer Experience Manager, AppleCare Service Channels

Job Number: 113529318

Santa Clara Valley, California, United States

Posted: 26-Feb-2018

Weekly Hours: 40.00

**Job Summary**

Do you enjoy analyzing data, developing insights and creating stories to inspire others to take action? Do you enjoy consulting with partners to impact and improve the customer experience? Are you keen on forging new relationships that push boundaries to drive outcome?

The Customer Experience Manager for AppleCare Service Channels acts as the primary interface between AppleCare and organizational leaders of our strategic partners. This role requires candidates to be proficient at solving business-critical problems, scaling solutions and leading transformational efforts across customer channels, service operations and the supply chain.

**Key Qualifications**

* 7+ yrs work experience managing and driving performance in customer-focused channels

* Adept at use of data analytics and visualization tools to interpret results and sharing insight

* Ability to tap on experience, business insights and collaboration to solve complex problems that touch multiple disciplines

* Comprehensive understanding of forward/reverse logistics in a service-based supply chain

* Experience managing projects

* Proven ability to build relationships and influence internal stakeholders and external partners

* Excellent verbal and written communication skills; ability to communicate upward concisely


The ideal candidate will lean on a strong business acumen to influence and motivate channel partners to achieve exceptional customer experience, advance strategic goals and deliver on key financial performance.

Build and foster critical relationship with key channel partners and cross-functional teams

Communicate and facilitate understanding of scope of support and partner expectations

Ensure consistent delivery of high quality service & support solutions to end customers

Ensure consistent timely resolution of customer issues

Review partner performance, lead discussions around corrective actions and develop documented action plans for sustained performance

Monitor partner compliance and changes to ensure continuous good fit with partner program

Deeply integrate with partners to identify, articulate, and prioritize problem statements

Facilitate debate with cross-functional teams to solution business-critical problems

Identify emerging issues and collaborate with cross-functional teams to assess impact

Drive internal meetings to review partner status and align financial & performance targets

Manage work streams to ensure support & service readiness for new product launches


BA/BS in Business, Engineering, Economics or related analytical field

**Additional Requirements**

Preferred Qualifications

MBA or advanced degree

5+ yrs industry experience in technology consulting, wireless or enterprise service

Experience managing a technical support environment

Experience with financial analysis and complex modeling (e.g. forecasts, pricing, etc.)

Experience managing large-scale projects and exceptional organizational skills

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