Global Head of Executive Relations

At Apple, we believe that every customer interaction is an opportunity to inspire, engage, and delight. The Global Head of Executive Relations plays a pivotal role in shaping Apple's customer experience at the highest level by leading a world-class team, driving meaningful change, and impacting millions of customers worldwide. Join us in redefining what it means to deliver exceptional customer service-one interaction at a time.

Apple is seeking a dynamic and strategic leader to head our global Executive Relations (ER) organization. This individual will be responsible for setting the vision, strategy, and operational direction of the ER team, ensuring exceptional customer advocacy and engagement at the highest levels. The Global Head of Executive Relations will oversee a team of highly skilled professionals who serve as the critical link between customers and Apple's Executive Team, Public Relations, Legal, Investor Relations, and Government Affairs for service and support issues.

• Strategic Leadership & Operational Excellence Define and implement the global strategy for Executive Relations, ensuring alignment with Apple's values and customer experience goals. Oversee a multinational team of ER professionals, ensuring best-in-class service across all regions. Serve as the key liaison with Apple's senior leadership, including the VP and SVP of Customer Care, providing insights and recommendations based on customer trends and escalations.
  
  Establish clear goals, expectations, and success metrics for the ER team. Drive process standardization and continuous improvements across all regions to optimize efficiency and customer satisfaction. Monitor key performance indicators (KPIs) and drive accountability to business priorities. Lead global initiatives, including new channel introductions, policy updates, and process changes, ensuring consistency across markets. Lead global reviews of organizational tools, policies, and procedures to enhance efficiency and effectiveness.
  
  Conduct root cause analysis on customer issues and identify proactive solutions to prevent future issues.

• Directly manage and develop most regional ER leaders while influencing and providing strategic guidance for Greater China, fostering a culture of high performance, innovation, and accountability.
• Provide coaching, mentorship, and career development opportunities for ER Liaisons at all levels.
• Foster a culture that empowers employees to take calculated risks, drive meaningful change, and advocate for the customer experience.

• Partner closely with Government Affairs, Legal, Public Relations, Investor Relations, Apple Care, Retail, and Engineering teams to ensure a seamless and consistent approach to executive escalations.
• Regularly engage with Apple's Executive Team to provide insights, recommendations, and resolutions for high-profile customer issues.
• Champion the voice of the customer by analyzing trends, identifying root causes, and driving strategic initiatives to enhance Apple's service experience.

• Oversee the resolution of Apple's most serious and sensitive customer escalations.
• Act as the final escalation point for high-profile and politically sensitive issues, ensuring swift and effective resolution.
• Develop and implement risk mitigation strategies to protect Apple's brand and maintain customer trust.

• Bachelor's degree or equivalent experience required.
• 10+ years of leadership experience in customer experience, executive relations, or a similar high-impact role.
• 7+ years of leadership at a Senior Manager level, leading teams of…