Apple Support - Executive Relations Senior Area Manager, Greater China
Apple Support - Executive Relations Senior Area Manager, Greater China
Posted on :
25-08-2025
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1 Vacancy
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Job Description
As 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 Apples customer experience standards and business priorities.- Foster a high-performance inclusive and collaborative team culture that reflects Apples values. Strengthen the teams 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 Apples products services and customer experience.- Timely engagement with Apples 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.
- Bachelors 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 skillsable 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.
- Experience engaging with government agencies in Greater China with strong understanding of local regulatory environments and consumer law.
Required Experience:
Manager
Employment Type
Full Time
Key Skills
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