职位描述：
Summary：
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.
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 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.
职位要求：
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.
招聘部门：
Apple Support and Service
工作地点：
Shanghai, Shanghai, China
面试建议：
Apple的执行关系高级区域经理职位是一个高度专业化和战略性的角色，要求应聘者不仅具备卓越的客户关系管理能力，还需要能够处理复杂的政府关系和跨部门协作。这个职位的核心在于平衡客户需求与公司战略，同时确保所有行动符合Apple的高标准和企业价值观。 为了准备这个面试，你需要重点展示你在高压环境下处理高端客户和政府关系的能力。准备一些具体的案例，说明你如何成功解决复杂的客户投诉或政府关系问题。同时，强调你的领导能力和团队建设经验，特别是你如何激励和管理一个高效、包容的团队。由于这个职位需要频繁与高层管理人员沟通，确保你能够清晰、自信地表达你的观点和策略。最后，展示你对大中华区市场和法律环境的深刻理解，这将是你区别于其他候选人的关键。
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