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An Apple Retail Store Operations, Project Manager for Store Support is responsible for identifying, creating, leading, and implementing effective processes, procedures, and solutions that improve and ultimately reduce the amount of support necessary for our Apple Retail Stores.
The Support Project Manager is the main resource for all European stores, supporting both phone and email questions and escalations.
This person will be responsible for providing our store teams with superior customer service. They will also be involved in the design, management, and execution of key support projects and initiatives. Driving multiple support projects forward simultaneously, this individual will engage with a dynamic group of people who share a passion for stores, innovation, and excellence within the Apple Retail community.
This person will be able to work independently and as part of a larger, cross-functional team. The Project Manager must possess excellent communication skills and be able to effectively interact and influence all levels in the organisation.
Primary job functions include:
Provide superior customer service to field and corporate partners, serving as resource for all support-related questions receive via email, phone, and other methods for the European Apple Retail Stores.
Escalate issues to business partners as appropriate. Drive results to obtain both short-term and long-term resolution and prevention. Work with key partners to improve store communication, training, and employee decision making.
Identify policy, process and procedure opportunities to improve store efficiencies and reduce call and email volume to support teams.
Partner with all corporate support teams to create a consistent, customer-focused support experience for all stores.
Build and establish a corporate and field communication vehicle that reports call and email volumes, issues, and trends working to improve awareness, increase education, and reduce store issues.
Create, manage, and execute detailed support project plans, key documentation, process maps, and schedules, with responsibility for task and team coordination.
Quickly develop strong working relationships with corporate partners and field teams to ensure delivery of the best possible experience to Apple Retail customers.
Develop and maintain partnerships with the field organisation and store teams.
Work closely with the Retail Communication team to ensure initiatives, process, policy and procedural changes, and updates are communicated effectively to store teams.
Work closely with the Retail Training team to deliver effective operational training for store teams. Additionally, identify training opportunities for existing daily store operations, and work collaboratively to address, ensuring a strong operational knowledge base within our store teams.
Work closely with Retail Store Systems and IS&T teams to resolve systematic issues that negatively impact Apple Retail Stores.
Partner with peers and the field to maintain awareness of global initiatives, compliance, systems, technology, and current day climate within stores.
Demonstrate an excellent working knowledge of store systems, processes, and business model. Use knowledge to support stores explaining policies, procedures, and processes to the store teams.
Other duties as assigned.
The ideal candidate is dynamic, intelligent, passionate, and at minimum possess these qualities and skills:
Project management and organisation skills. Demonstrated knowledge and use of project management tools.
Flexibility to handle directional changes and proficient at managing multiple projects concurrently.
Someone who performs well in high-pressure situations in a fast-paced, sometimes ambiguous environment.
Dedication to the delivery of consistent and unparalleled customer service both internal and external.
Ability to develop relationships quickly. Well respected, trusted partner that is someone others want to work with.
Ability to perform well in a team environment.
Strong soft skills, which are important to the success of this job role.
Excellent written and verbal communication skills that can be applied for all levels.
Commitment to identifying and communicating creative and innovative ideas in a way that gains consensus and builds partnership. Take own ideas or the ideas of others and strategise, plan, and execute successfully.
Strong analytical skills and demonstrated problem solving skills. Proven ability to identify trends, develop strategies, and implement solutions.
Passion for Store Operations.
Commitment to identifying and communicating innovative ideas to improve processes and performance. Ability to stay current with the latest processes, procedures, and technology.
Strong individual contributor. Self-starter who possesses exceptional time management skills and has great attention to detail.
Ability to act independently and be self-motivated. Prioritises, manages, and meets deadlines.
Strong business acumen and instinct.
Fluent in English, additional language skills are a plus.
Knowledge of Apple products and MS Office.
Project management experience required.
Previous Retail Store Operations or Store Management a plus.
Reports into the Store Support Manager - Europe
Apple - 23 months ago
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