职位描述：
Summary：
As Steve Jobs said in 1997 when introducing the Apple Store Online: “We make amazing products. We should have an amazing purchasing experience.” Twenty-five years on, the Apple Store Online is one of the world’s biggest and most successful e-commerce sites. Our global mission is to bring a seamless, high-quality, digital retail experience to all of our customers. In Retail Customer Care, our team is able to bring this experience to life. Inclusion is a shared responsibility and we hold ourselves and one another accountable for bringing everybody in.
The Learning and Quality team is looking for a determined individual who believes that the customer experience is at the heart of what we do and works tirelessly to help our teams achieve just that.
Description：
In this role, you will work with the quality and learning and development teams (in region and worldwide) as well as collaborate with the Retail Customer Care leadership. Through contact review analysis, you will work to identify business trends, gaps and provide expert level coaching to help our teams and leaders to reach business goals and enhance the customer experience. You will work in partnership with the leadership team to support ongoing group, specialist and leader coaching conversations and, if needed, create supplemental materials to help guide these sessions.
A Coach must communicate effectively during a coaching sessions and use language that will have the greatest positive impact on the teams. They will need to be able to ask questions that reveal the information needed for the strongest benefit to both the coaching relationship and the teams. In addition, a coach must have the ability to focus on what our partners and teams are saying and not saying and to understand the meaning of what is said, including context to support their thoughts and ideas.
职位要求：
Minimum Qualifications：
Track record in identifying performance gaps and assessing coaching needs
Experience with performance data analysis, reporting tools
Ability to apply tools and learning solutions to address specific learning and performance needs
Critical thinker who is able to ask probing questions and collect deep insights before forming solutions
Develops relationships with stakeholders to allow for collaborative problem-solving
Design and implement coaching and leadership development programs
Communicates in a clear and consistent manner which translates conversations and ideas from strategy into action
Ability to work efficiently on multiple projects simultaneously; prioritizes to meet tight deadlines
Strict adherence to company policy on confidential materials
Coaching qualification is highly desirable
Mandarin and English proficiency is a must
Preferred Qualifications：
Experience of leadership coaching as a plus
Deep understanding and skillful application of coaching competencies, international coaching related certificate is preferred
Makes space to listen, learn, and amplify diverse perspectives and experiences
Actively seeks out opportunities to champion and celebrate inclusion and diversity
招聘部门：
Apple Support and Service
工作地点：
Shanghai, Shanghai, China
面试建议：
Apple的零售客户关怀教练职位是一个专注于提升客户体验和团队绩效的关键角色。这个职位不仅要求你具备出色的教练技能，还需要你能够通过数据分析识别业务趋势和差距，并据此提供专业的教练支持。特别值得注意的是，这个职位强调双语能力（中英文）和国际教练证书的优先考虑，这表明Apple非常看重跨文化沟通和专业的教练资质。 在准备面试时，你需要重点展示你在绩效分析和团队教练方面的实际经验。准备一些具体的案例，说明你如何通过数据分析发现问题，并设计有效的教练方案来解决这些问题。同时，强调你的跨文化沟通能力，特别是你如何在中英文环境中进行有效沟通。Apple非常注重多样性和包容性，因此在面试中展示你对这些价值观的理解和实践将是一个加分项。最后，确保你对Apple的客户体验理念有深入的理解，并能够清晰地表达你如何将这些理念应用到你的教练工作中。
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