Accessibility Team Manager
You’re passionate about encouraging others to achieve the highest level of service in every interaction. You obsess over the customer experience. You’re a role model and leader who advocates for their team. You’re invested in your work relationships and hold yourself and your team to a high standard of accountability. You’re naturally curious and gravitate towards tools and resources that enrich your team. Are you are ready to encourage and lead? Join Apple and help us leave the world better than we found it! We are looking for someone with a knack for strategic planning, program development, and forecasting business needs. Candidates should be effective in handling performance and developing managers through a social coaching model. This role is responsible for timely day-to-day completion of business requirements, cascading information and aligning with business priorities and credo. Team Managers monitor and steer performance, develop, and tenaciously influence the achievement of objectives in an efficient and procedurally compliant manner. An Accessibility Team Manager balances the best interest of AppleCare through business strategy, execution of tactical programs, innovative projects, and accountability. We need someone who can deliver on outstanding customer service, operational execution and accountability for achieving goals and the cultivation of an innovative line of business. If this sounds like you, you could be the next Apple Support Accessibility Team Manager! We’re committed to helping employees explore their potential. This position is located on-site at the Apple campus in Austin, TX.
Experience and desire to work as a point of contact for inclusive hiring efforts
Ability to anticipate and execute on Accessibility needs as the organization grows
Outstanding communication and interpersonal skills, with experience presenting to multiple teams and senior leadership
Passion for outstanding customer service & quality
Resourcefulness and flexibility
Advanced judgment, negotiation, and problem solving skills
Strong follow through and organizational ability
Call center management experience with tools, workforce management, and reporting
Ability to lead multiple projects and people at the same time
Experience working with stakeholders as it relates to employee management, policies, procedures, and performance management
You'll lead teams providing 24/7 customer support. This organization supports customers that utilize one or more of our Accessibility features on Mac OS or iOS. This position includes close partnership with global business partners which may require meeting outside of standard business hours. Additionally, you will be a key partner for inclusive hiring efforts including maintaining relationships critical to supporting employees in Austin and across Apple. This position comes with competitive pay, great benefits, eligibility to participate in our company stock plan, time off, an employee discount, and dedicated resources to support your ongoing growth and career development.
Influence culture and engagement of the organization
Lead a team of Advisors through regular 1:1s, skip levels, team meetings, coaching sessions, and setting expectations
Ensure that performance is high in all key performance indicators, monthly activities, quality calibration, training completion, etc.
Perform administrative tasks
Oversight of department team members, functions, needs and activities
Ability to deal with a high level of ambiguity
Coaching to excellent written and verbal communication skills
Recommending direction and operational strategies
Contributing to program development, staffing and strategy planning
Identifying trends and forecasting business needs
Driving operational improvements, improving customer satisfaction, sharing best practices, as well as taking action on improvement opportunities