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Senior Manager of Sales and People - Customer Experience and People Operations @Apple
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WORK HISTORY
Senior Manager of Sales and People - Customer Experience and People Operations @Apple
Honolulu, HI, US
I lead customer experience and services adoption strategy within Apple’s largest Honolulu retail location, supporting a high-volume, tourist-driven demand environment. My role focuses on aligning team execution, workforce strategy, and customer engagement to drive measurable improvements in customer satisfaction, retention, and services performance.Key impact:Improved Net Promoter Score YoY and contributed to revenue growth through targeted coaching and customer-first executionDrove Apple services adoption through structured sales coaching and conversation frameworks, increasing services attachment quarter over quarterDesigned and implemented workforce and scheduling strategies using Workday and GBI dashboards to balance service levels with leave and accommodation needsPartner cross-functionally with People Support and business stakeholders to manage return-to-work planning, leave coordination, and employee accommodationsStrengthen leadership bench by mentoring emerging leaders and building a high-engagement, accountability-driven team cultureTranslate customer and operational data into actionable insights that improve team performance and customer outcomes
EDUCATION
Okanagan College
Liberal Arts and Sciences/Liberal Studies
SKILLS
ABOUT TYLER HARNETT
I’m a Customer Experience and People Operations leader with 20+ years of experience scaling high-performance service organizations in complex, fast-paced environments.Today at Apple, I lead teams responsible for delivering exceptional customer experiences while driving measurable services adoption and long-term customer value. My work sits at the intersection of customer success, workforce strategy, and operational execution — helping teams translate great conversations into stronger retention, loyalty, and recurring revenue performance.Across multiple markets in the U.S. and Canada, I’ve built a track record of:• Improving Net Promoter Score through targeted coaching and customer-first execution• Increasing services attachment quarter over quarter through structured adoption strategies• Designing workforce and scheduling models that balance service levels with employee experience• Leading teams through complex change, including large-scale transitions and pandemic operations• Partnering cross-functionally with People, Support, and business stakeholders to deliver aligned customer outcomesWhat consistently motivates me is building environments where both customers and employees succeed — and where data, empathy, and clear execution come together to drive measurable impact.I’m particularly interested in Customer Success, Customer Experience, and Services Adoption roles within SaaS and technology organizations where I can help scale customer value and strengthen long-term retention.
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