RPAC Support Team Leader - Retail Customer Care

About the role

Apple is seeking a dynamic people leader to head a specialized team of order management specialists who support Apple Store Online customers. The role focuses on delivering world‑class service, ensuring timely resolution of order‑related issues, and driving continuous operational improvements.

Key responsibilities

• Lead, coach, mentor and develop a team of Support Specialists, fostering a culture of excellence, accountability and continuous improvement.
• Conduct regular 1:1 meetings, daily huddles, weekly team meetings and bi‑annual performance reviews.
• Monitor and drive performance against key metrics such as SLAs, resolution time and process accuracy.
• Analyze trends, interpret data and translate insights into actionable process improvements.
• Maintain effective communication with stakeholders and cross‑functional partners on critical customer issues.
• Support planning and rollout of new projects, promotions and product launches.
• Serve as escalation point for complex order issues and guide the team through ambiguity.
• Collaborate with partners to resolve emerging P0/P1 incidents that impact customer experience.

Required profile

• Ability to stay composed and effective in a fast‑paced, rapidly changing environment.
• Proven track record of fostering a positive, supportive and high‑performing team culture.
• Strong analytical mindset with the ability to interpret data and drive improvements.
• Excellent communication and stakeholder management skills.

Required skills