Jodie Jacobson

With 16 years of experience at Apple, I have honed my skills as a customer-centric leader, adept at resolving high-stakes issues and optimizing service processes. My journey has been defined by my ability to lead global escalations teams, ensuring that customer satisfaction and retention are at the forefront of our operations. I take pride in transforming customer feedback into strategic improvements, which has been pivotal in developing high-performing teams.

In my role as Retail Executive Relations Supervisor, I led a regional team that handled high-profile escalations from Apple’s Executive team, Legal, and PR. My collaborative approach with cross-functional teams has enhanced the customer journey significantly. By aligning processes and reporting initiatives across global regions, I have successfully reduced repeat escalations by 25% and improved resolution time by 30%. My commitment to excellence and mentorship has consistently driven team performance and customer satisfaction.