Support Functional Lead, Retail Customer Care

Support Functional Lead, Retail Customer Care

Yokohama, Kanagawa-ken, Japan

Support and Service

Lead the team that makes every Apple Store Online customer interaction exceptional. As a Support Functional Lead for Retail Customer Care (RCC), you'll inspire and develop high-performing teams who are passionate about Apple and dedicated to delivering outstanding service. You'll create an environment where specialists thrive, customers feel valued, and every interaction reflects Apple's commitment to excellence. You'll manage day-to-day operations across Area Managers, Team Leaders, and frontline specialists — coaching talent, driving performance, and executing programs that elevate the customer experience. This role demands strong cross-functional leadership as you partner with teams across Apple to innovate how we serve our retail customers. The ideal candidate brings a proven track record of building exceptional teams, delivering measurable results, and relentlessly pursuing excellence in customer experience. You'll balance strategic vision with tactical execution, turning insights into action and challenges into opportunities. If you're ready to lead teams that make a difference in customers' lives every day, we'd love to hear from you.

You'll lead Area Managers, Team Leaders, and Specialists to deliver exceptional results — meeting KPIs, service levels, and goals while continuously elevating the customer experience. As an operational leader, you'll champion the Voice of the Customer, refining systems and processes that empower specialists to do their best work. You'll create a culture of continuous improvement and inclusion where every team member can thrive and succeed. Partnering across Apple, you'll advocate for customers, align priorities with stakeholders, and drive resolutions that matter. You'll actively engage in worldwide forums, collaborating with Global Optimization teams to deploy initiatives that scale impact across regions. As a key member of the APAC RCC Leadership Team, you'll help shape business strategy, align regional priorities, and execute plans that advance our vision.

Minimum Qualifications

• 8+ years of management experience leading customer service or sales contact center teams
• Proven ability to lead and operate effectively in multilingual, multicultural environments
• Deep understanding of e-commerce operations and digital customer journeys
• Exceptional communication skills — both written and verbal — with the ability to inspire teams and influence stakeholders
• Fluency in Japanese and business-level proficiency in English

Preferred Qualifications

• Bachelor's degree or equivalent professional experience
• Experience working in a global technology organization with complex, cross-functional teams
• Strong analytical thinking with the ability to make data-informed decisions quickly and confidently
• Proven success collaborating across matrixed organizations to achieve shared goals
• Natural ability to connect with people at all levels — building trust, driving engagement, and fostering collaboration
• Track record of inspiring teams and cultivating inclusive, diverse work environments where everyone can do their best work

Apple is an equal opportunity employer that is committed to inclusion and diversity, and thus we treat all applicants fairly and equally. Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.