Job Details

Global Head of Executive Relations

Sunnyvale, California, United States

Support and Service

Summary

Posted: Apr 14, 2025

Weekly Hours: 40

Role Number: 200594635

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.

Description

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.

Key responsibilities include:

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.

People Leadership & Team Development

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.

Cross-Functional Collaboration & Stakeholder Management

Partner closely with Government Affairs, Legal, Public Relations, Investor Relations, AppleCare, 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.

Crisis Management & Complex Issue Resolution

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.

Minimum Qualifications

• 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 managers

• Proven experience managing large, multinational teams, driving critical initiatives, and delivering operational excellence.

• Strong executive presence and ability to influence at all levels, including senior leadership and external partners.

• Demonstrated ability to manage high-profile customer escalations, balancing customer advocacy with business needs.

• Exceptional communication, negotiation, and interpersonal skills—able to present insights to senior leadership with clarity and confidence.

• Experience working in a multichannel customer support environment and driving process improvements at scale.

• Ability to thrive in a fast-paced, high-pressure environment while maintaining a professional and positive demeanor.

• Able to travel internationally as required by the needs of the business.

Preferred Qualifications

• Deep understanding of Apple’s policies, processes, and customer experience standards

• Experience leading teams of managers on a global scale

Pay & Benefits

At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $172,200 and $286,900, and your base pay will depend on your skills, qualifications, experience, and location.

Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan. You’ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation.Learn more about Apple Benefits. (https://www.apple.com/careers/us/benefits.html)

Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.Learn more about your EEO rights as an applicant (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) .

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.Learn more about your EEO rights as an applicant (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) .

Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation.

Apple participates in the E-Verify program in certain locations as required by law.Learn more about the E-Verify program (https://www.apple.com/jobs/pdf/EverifyPosterEnglish.pdf) .

Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Reasonable Accommodation and Drug Free Workplace policy Learn more .

Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more .

Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. If you’re applying for a position in San Francisco, review the San Francisco Fair Chance Ordinance guidelines applicable in your area.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.