Retail Customer Care (RCC) Supervisor

Imagine what you could do here! At Apple we don't just create products - we build the kind of wonder that's revolutionized entire industries. It's the diversity of people and ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work.

The Apple Store Online team, is responsible for Apple's largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an exceptional store, it takes remarkable people, and we are looking for a dedicated Leader to help us achieve incredible things.

In this role, you will be responsible for daily supervision and administrative activities, leading others, driving performance, and developing Specialists in the Retail Customer Care organization. You feel passionate about people leadership and will advocate for customer, specialist, and business needs to drive operational and continuous improvements. You will actively reinforce and foster a culture of inclusion, diversity, support, debate, wellness, and growth. A key part of the role is managing performance and leading your team to create world-class customer experiences. The RCC Supervisor is responsible for leading, motivating, and developing a high performing team toward their goals, through the daily supervision of Specialists. This includes monitoring real-time and post-interaction customer engagements, providing actionable coaching, and ensuring the highest quality of customer experience.

In addition, this role will drive individual and team performance to meet organizational goals by coaching to behaviors, measuring attainment, and executing actions to drive results. Working across the business and engaging with peers, team members, and partners for cohesive and aligned leadership is key. Daily tasks include verifying and maintaining attendance and employee records, handling HR and administrative duties, and evaluating employee performance. Furthermore, the position will contribute to an inclusive environment by respecting differences, maintaining a curiosity to learn, and demonstrating Apple's values of inclusion and diversity in all daily activities.

Supervisors typically work core hours; however, weekend, night shifts, and holidays maybe required. Manager on Duty shifts as needed, and can span business hours of operation, including evenings, weekends, and holidays. These may require supervisors to be physically on campus.Lead, inspire, and develop a high-performing team of Specialists, placing the customer at the heart of everything we do. Lead teams through change with care and thoughtful engagement. Drive individual and team performance to meet organizational goals, including coaching to behaviors, performance analysis , and representing team and individual performance against goals. Evaluate customer interactions and engage in appropriate follow-up to effectively coach and ensure interaction quality. Contribute actively to our culture enabling and empowering Specialists to do their best work, with feedback, coaching, leading projects, and advocacy for the customer and for the Specialist Lead 1:1 meetings and staff meetings Verify and maintain attendance, payroll, and employee records, manage HR and administrative duties, consistent with policies and expectations. Advocate for customer, Specialist, and business needs to drive continuous operational improvements. Contribute to an inclusive environment by respecting differences and demonstrating Apple's values of inclusion and diversity in daily activities.4 years of experience in a customer-focused, retail, or contact center environment. Experience successfully driving performance and results through strategic and effective leadership. Proven track record of strong decision-making skills and good judgment. Outstanding communication and interpersonal skills. Experience effectively navigating complex personnel situations.2+ years of management experience, leading a team of 10+ direct reports. Highly organized with strong time-management skills, enabling consistent, high productivity. Leadership experience in a contact center environment. Familiarity utilizing performance tools to observe and coach to operational metrics. Independent and driven, able to complete work autonomously and prioritize effectively. Resourceful, organized, and motivated (action-oriented with a strong sense of urgency). Proven track record of building strong cross-functional relationships. Customer-centric mentality with experience leading others to deliver exceptional experiences.