职位描述：
Summary：
We’re a diverse collective of thinkers and doers, continuously reimagining our products and practices to help people do what they love in new ways. That innovation is inspired by a shared commitment to great work — and to each other. Because learning from the people here means we’re learning from the best. Retail Operations creates the tools and programs that empower our teams to provide, a one of a kind, only at Apple experience. We do this by obsessing over the employee and customer experience, and driving a global strategy that sets the bar for Apple and our channel partners.
The Retail Operations team guides, motivates, and inspires Retail team members to do their lives’ best work, delivering unparalleled experiences to all who buy and receive products from Apple. We collaborate with partners across Apple to develop Retail Programs, enabling customers to receive their product and services with speed, clarity, and convenience.
We are looking for a Support Insights PM to join a passionate team that works tirelessly to elevate the experience at the Genius Bar for our teams, our customers, and Apple. This person will be responsible for working collaboratively and directly with Apple Retail stores to drive execution of repair strategies, limit operational expense and maximise service revenue. This PM will act as a leader responsible for driving Retail Genius Bar performance in a dedicated group of stores and metrics.
Description：
Keys to success include exceptional analytical, collaborative, problem solving, and presentation skills, as well as a natural desire to influence others drive results and deliver hands-on execution.
• Proactive partnership with store teams and other internal teams to create targeted strategies relating to reducing operational expense, maximising service revenue, tracking improvement and cost savings over time, and reporting results weekly to leadership.
• Continually balance targeted financial objectives with team and customer satisfaction.
• Build and maintain key partnerships including Market Leaders, Store Leaders, and store teams.
• Turn feedback captured into actions that influence service strategies and get results.
• Analyse current service processes and procedures to continually seek new efficiencies.
• Work collaboratively with AppleCare and Retail Leadership to drive adoption and compliance with service strategies.
• Work with Reporting teams to ensure data is available, accurate and fit for the purpose of identifying trends in key operational metrics that yield actions to improve the business.
• Deliver feedback to Field (Field Operations Leaders, Market Leaders, Store Leaders, Managers, Lead Genius’) on performance trends and outliers.
• Partner with the Field to plan next steps and actions to improve key focus areas.
• Engage Training teams to influence training materials to improve strategies
• Provide comprehensive updates to Retail/AppleCare Leadership on trends, actions and outcomes.
• Conduct store visits to gather insights and drive actions; position requires up to 30% travel
职位要求：
Key Qualifications：
5+ years of customer-facing technical-support experience and 3+ years of retail or technical team leadership experience. Genius or Lead Genius experience preferred
Expert user of Apple hardware and all Apple operating systems and Proficient in Excel, Numbers, Pages and Keynote
Excellent verbal and written communication skills, coupled with a proactive approach to problem solving
Ability to develop strong relationships quickly. A trusted partner that others enjoy working with.
A self-starter who possesses exceptional time management skills
Strong data analysis skills with the ability to transition analysis into actions
Innovative individual who is always looking for ways to push the business forward
Proven track record of providing a high level of support to internal and external customers
Ability to balance competing priorities and shift focus to support changing needs of the business
Education & Experience：
BA/BS preferred or equivalent experience
Fluency in speaking and writing English required. Japanese or Mandarin languages are a plus.
招聘部门：
Apple Corporate Functions
工作地点：
Shanghai, Shanghai, China
面试建议：
Apple的Support Insights项目经理职位是一个极具挑战性的角色，它要求候选人不仅具备深厚的技术支持背景，还需要出色的数据分析和零售运营能力。这个职位的核心在于通过数据驱动的方式优化Genius Bar的服务策略，同时平衡客户满意度与财务目标。面试官会特别关注候选人在跨部门协作、问题解决以及将数据分析转化为实际行动的能力。 为了准备这个面试，建议你重点准备以下几个方面的内容：首先，详细梳理你在技术支持领域的经验，尤其是与Apple产品相关的案例。其次，准备几个你通过数据分析发现问题并推动改进的具体案例，最好能量化结果。此外，由于这个职位需要频繁与不同层级的团队沟通，你要准备好展示你的沟通和影响力技巧。最后，别忘了准备一些关于如何处理优先级冲突和快速适应业务需求变化的例子。面试中可能会涉及情景模拟问题，考察你在实际工作中如何平衡客户体验和运营效率。
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