Apple Support - Executive Relations Senior Area Manager, Greater China

Shanghai
Permanent
Full-time

2 months ago

Apple is seeking a strategic and customer-focused leader to manage the Executive Relations (ER) function in Greater China. This individual will be responsible for executing the regional ER strategy and providing strong operational leadership to a team of highly skilled professionals who serve as the critical link between customers and Apple's Executive Team, Greater China leadership, Public Relations, Legal, and Government Affairs. The team manages complex, sensitive customer issues and elevates insights that influence process improvements and service policies across Apple.DescriptionAs the Greater China Executive Relations Senior Manager, you will: - Lead and inspire a team of ER Liaisons who manage executive-level and government agencies customer escalations across Greater China, consistently demonstrating a strategic mindset to align priorities and outcomes. - Build and lead a high-performing, inclusive, and collaborative team by providing hands-on people management, including coaching, performance evaluation, career development, and goal setting. - Cultivate strong cross-functional collaboration with partners across Apple to ensure unified and effective resolution strategies, with a focus on achieving shared business outcomes. - Cultivate strong cross-functional collaboration with partners across Apple to ensure unified and effective resolution strategies, with a focus on achieving shared business outcomes. - Monitor key performance indicators (KPIs) to ensure execution, accountability, and alignment with Apple's customer experience standards and business priorities. - Foster a high-performance, inclusive, and collaborative team culture that reflects Apple's values. Strengthen the team's capability to manage complexity and scale through inclusive leadership and structured problem-solving. - Act as a strategic partner to the Global Head of ER, providing regional insights and contributing to both in-region and global initiatives. - Partner closely with cross-functional teams including Government Affairs, Legal, Public Relations, Investor Relations, AppleCare, Retail, and Engineering teams to ensure a consistent and effective issue resolution. - Provide subject matter expertise and in-depth insight to Greater China executives in preparation for government meetings and discussions related to customer law, service policies, and consumer-related matters. - Represent Apple in conversations with consumer advocacy groups and government agencies, reinforcing our commitment to customer satisfaction and regulatory alignment. - Analyze trends, root causes, and systemic issues through case review and customer feedback, applying strategic thinking to drive sustainable improvements in Apple's products, services, and customer experience. - Timely engagement with Apple's Executive Team and in-region leadership to provide insights, recommendations, and resolutions for high-profile customer cases. - Maintain the highest levels of professionalism, discretion, and customer empathy in every engagement.Minimum Qualifications

Bachelor's degree or equivalent experience required.
Fluency in both spoken and written Mandarin and English is essential.
8+ years of experience in customer experience, executive relations, or a similar high-impact role.
5+ years of leadership experience, leading both managers and individual contributors, with a track record of building strong, high-performing teams.
Proven ability managing teams across multiple sites and driving critical initiatives, and delivering operational excellence at scale.
Strong executive presence and the ability to influence and build trust at all levels of the organization, including senior leadership and external stakeholders.
Demonstrated ability to manage high-profile customer escalations, balancing customer advocacy with business priorities.
Exceptional communication, negotiation, and interpersonal skills-able to present insights to senior leadership with clarity and confidence.
Thrives in fast-paced, high-pressure environments while demonstrating professionalism, empathy, and sound judgment.
Willingness and flexibility to support crisis situations or high-profile escalations outside of standard working hours as needed.

Preferred Qualifications

Experience engaging with government agencies in Greater China, with strong understanding of local regulatory environments and consumer law.

Apple

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