Strategic Sourcing & Analytics Manager, AppleCare
Sunnyvale, California, United States
Operations and Supply Chain
AppleCare is seeking a Strategic Sourcing & Analytics Manager to support strategic planning, pricing validation, and commercial activities for after-sales service parts and modules. The ideal candidate will possess strong quantitative and analytical skills, the ability to manage multiple projects and deadlines simultaneously, and proven experience in developing scalable processes.
Description
In this role, you will design and implement solutions to achieve business-critical metrics in the following areas:
COST ANALYTICS:  Analyze, synthesize, and interpret large data sets across multiple lines of business to inform and guide strategic business decisions. Identify exceptions and irregularities in data and present findings to senior management, facilitating actionable insights. Aggregate and summarize pricing records; publish findings to stakeholders across multiple departments.
SUPPLIER ENGAGEMENT:  Oversee and manage the monthly vendor quote validation process, ensuring discrepancies are addressed with external partners. Extensive use of Excel and SQL is required. Perform claim validations with vendors, ensuring data integrity and compliance. Assist in vendor negotiations and provide analytical support for contract discussions.
PROCESS & SYSTEM ENHANCEMENTS:  Collaborate with cross-functional teams to drive initiatives aimed at enhancing pricing validation processes across all lines of business. Develop and implement a standardized pricing publication process in SAP for all business lines, ensuring accuracy and timeliness. Create and maintain comprehensive process maps for the pricing validation function that can scale with the organization.
Minimum Qualifications
6+ years of experience, BA/BS degree
Experience working in Supply Chain, Operations, After-sales Service, or a related field
Strategic mindset with a curiosity for understanding complex processes and large, ambiguous data sets.
Understanding of Costed Bill of Materials and pricing strategies.
Superb communication and interpersonal skills.
Can build, grow, and develop key cross-functional relationships to be able to influence and drive projects.
Ability to identify and solve complex supply chain issues.
Presenting and leading executive communications.
Advanced Excel and database management experience.
Preferred Qualifications
Masters' degree or MBA preferred.
Strong ability to navigate large enterprise databases and develop models for querying and validating data.
Advanced skills in SQL and Tableau.
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 $151,200 and $268,500, 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.
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Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure 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.

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<h3>Strategic Sourcing & Analytics Manager, AppleCare</h3><p>AppleCare is seeking a Strategic Sourcing & Analytics Manager to support strategic planning, pricing validation, and commercial activities for after-sales service parts and modules. The ideal candidate will possess strong quantitative and analytical skills, the ability to manage multiple projects and deadlines simultaneously, and proven experience in developing scalable processes.</p><p><b>Description</b></p><p>In this role, you will design and implement solutions to achieve business-critical metrics in the following areas:</p><ol><li><b>COST ANALYTICS:</b> Analyze, synthesize, and interpret large data sets across multiple lines of business to inform and guide strategic business decisions. Identify exceptions and irregularities in data and present findings to senior management, facilitating actionable insights. Aggregate and summarize pricing records; publish findings to stakeholders across multiple departments.</li><li><b>SUPPLIER ENGAGEMENT:</b> Oversee and manage the monthly vendor quote validation process, ensuring discrepancies are addressed with external partners. Extensive use of Excel and SQL is required. Perform claim validations with vendors, ensuring data integrity and compliance. Assist in vendor negotiations and provide analytical support for contract discussions.</li><li><b>PROCESS & SYSTEM ENHANCEMENTS:</b> Collaborate with cross-functional teams to drive initiatives aimed at enhancing pricing validation processes across all lines of business. Develop and implement a standardized pricing publication process in SAP for all business lines, ensuring accuracy and timeliness. Create and maintain comprehensive process maps for the pricing validation function that can scale with the organization.</li></ol><p><b>Minimum Qualifications</b></p><ul><li>6+ years of experience, BA/BS degree</li><li>Experience working in Supply Chain, Operations, After-sales Service, or a related field</li><li>Strategic mindset with a curiosity for understanding complex processes and large, ambiguous data sets.</li><li>Understanding of Costed Bill of Materials and pricing strategies.</li><li>Superb communication and interpersonal skills.</li><li>Can build, grow, and develop key cross-functional relationships to be able to influence and drive projects.</li><li>Ability to identify and solve complex supply chain issues.</li><li>Presenting and leading executive communications.</li><li>Advanced Excel and database management experience.</li></ul><p><b>Preferred Qualifications</b></p><ul><li>Masters' degree or MBA preferred.</li><li>Strong ability to navigate large enterprise databases and develop models for querying and validating data.</li><li>Advanced skills in SQL and Tableau.</li></ul><p>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 $151,200 and $268,500, and your base pay will depend on your skills, qualifications, experience, and location.</p><p>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.</p><p>Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.</p><p>Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure 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.</p>
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<h3>WW Finance, Risk and Analytics Manager, Apple Financial Services </h3><p>Do you love thinking analytically? Are you passionate about using your financial knowledge to navigate complex challenges? Just as our customers find value in Apple products, the Finance group finds value for both Apple and its shareholders. As part of this group, you’ll play an integral role in ensuring our day-to-day financial health. You and your team will support Apple’s growth, both top and bottom line, by applying the same level of innovation toward financial matters as we do toward our products and services. You’ll also collaborate with Apple teams across the world to develop more effective investment strategies and risk management. Finance is essential to upholding our global commitment to excellence, and it is directly responsible for shaping the company’s future. Join us, and you’ll have a meaningful role in continuing Apple’s legacy of efficiency and success. Apple Financial Services (AFS) is looking for a worldwide controller, responsible for risk and portfolio management, analytics, forecasting and accounting. The ideal candidate possesses high commercial acumen and is able to bring a commercial finance perspective to support the global AFS business. Under their leadership, the AFS finance team will manage data and reporting from dozens of partners, build and manage analytics on AFS’ business and provide insights and reporting to senior leadership within AFS, finance and sales. A highly demanding role with the feel of a startup environment that will help enable sales through industry leading partners and financial structuring. </p><p><b>Description </b> </p><ol><li>Lead the AFS product risk portfolio on a global basis. </li><li>Own accounting implications of AFS’ business and collaborate with cross-functional teams to forecast such impact. </li><li>Present exposure, business insights, and P&L clearly and effectively to finance and sales leadership with a view toward recommending and driving strategic business decisions. </li><li>Become a subject matter expert in the AFS business as it relates to accounting, operations, forecasting and analytics in a way that translates into the commercial needs of the organization. </li><li>Understand the global AFS business to allow you to effectively represent AFS to a variety of internal and external partners. </li><li>Leading and mentoring team of analysts. </li> </ol><p><b>Minimum Qualifications </b> </p><ul><li>7+ years of experience in sales or commercial finance or related roles. </li><li>BS degree in finance, economics or related discipline. </li> </ul><p><b>Preferred Qualifications </b> </p><ul><li>Ability to lead a highly-leveraged team. </li><li>Understanding of financing and leasing solutions relevant for B2B and B2C customers across Apple’s key global markets. </li><li>Strong executive presence with the ability to collaborate and influence cross-functional teams. </li><li>Team oriented and ambitious. </li><li>Proven ability to think strategically as well as solve tactical and financial problems and lead across internal functional teams. </li><li>Strong financial analytical skills. </li><li>Great communication and presentation skills. </li><li>Demonstrated ability to translate complex data into relevant commercial insights to drive business strategies. </li><li>Excellent Excel, Tableau, and system knowledge. Experience with Dataiku, SQL, and Python/R a plus. </li> </ul><p>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 $178,900 and $269,400, 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. </p><p>Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program. </p><p>Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure 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. </p>#J-18808-Ljbffr

<p>Imagine what you could do here! The people here at Apple don’t just create products — they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work. Join Apple, and help us leave the world better than we found it! </p><p>Here on the Apple Store Online team (ASO), we are responsible for Apple’s largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for a Retail Operations Analytics Manager to help us do extraordinary things. </p><p>The Retail Operations Analytics Manager will manage a team of operations analysts focused on operational excellence of Retail Customer Care (RCC). The role will join the WW Business Operations team, with a particular focus on performance management and decisions support for Apple’s RCC organization. This position will have a direct role in owning the performance of key operational metrics for RCC. The role requires a thorough understanding of contact center performance metrics and analytics and will drive operational performance improvement at vendor and Apple contact center sites. </p><h3>Description </h3><p>Take overall responsibility in ensuring the contact center is fulfilling its goals in customer satisfaction and quality performance globally. With the support of data, this role acts as a consultant to provide insights, observations and recommendations to help improve the business. </p><ol><li>Lead a team of analysts to define, measure and track performance, ensuring end-to-end visibility of metrics, and working with all regions to maintain consistency. </li><li>Perform quantitative analysis to identify trends, key root causes affecting key performance indicators, translate data into actionable insights and collaborate closely with site lead, Area Managers and Vendor Managers to define and drive both strategic and tactical quality initiatives. </li><li>Participate, initiate and facilitate business reviews as required. </li><li>Find opportunities to automate and streamline processes related to data management. </li><li>Partner with cross-functional global partners and RCC leadership to provide input into quarterly and annual business planning and capital projects. </li><li>Model inclusive leadership behaviors and build, develop and retain diverse teams. </li><li>Take action to ensure a safe, respectful, and inclusive environment for all team members. </li><li>Occasional meetings locally within the geo and internationally as required. </li><li>Regular meetings with peers in Asia and Europe during overlapping business hours. </li> </ol><h3>Minimum Qualifications </h3><ul><li>6+ years of professional experience in operations, analytics, management consulting, corporate strategy, or equivalent experience. </li><li>3+ years of people management, including building and developing teams. </li><li>5+ years of proven data analytics experience including strong knowledge across these tools and languages: Excel, Tableau, SQL, and Python. </li><li>Proven problem-solving and cross-functional project work experience. </li><li>Effective presentation and communication skills, including ability to explain complex data and charts in a concise manner to large cross-functional audiences. </li> </ul><h3>Preferred Qualifications </h3><ul><li>8+ years of professional experience in operations, analytics, management consulting, corporate strategy, or equivalent experience. </li><li>5+ years of people management, including building and developing teams. </li><li>Expertise in advanced analytical techniques and statistical analysis. </li><li>Strong work ethic and attention to detail. Ability to balance multiple projects and meet timelines. </li><li>Ability to stay positive in high stress situations and multitask in a dynamic environment. </li><li>Experience developing relationships with senior collaborators. </li><li>Experience supporting contact centers. </li><li>Bachelor’s degree in mathematics, finance, statistics, economics or other quantitative area. Master Degree a plus. </li> </ul><p>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 $146,800 and $269,400, and your base pay will depend on your skills, qualifications, experience, and location. </p><p>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. </p><p>Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure 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. </p>#J-18808-Ljbffr

<p>Imagine what you could do here! The people here at Apple don’t just create products — they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work. Join Apple, and help us leave the world better than we found it!</p><p>Here on the Apple Store Online team (ASO), we are responsible for Apple’s largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for a Retail Operations Analytics Manager to help us do extraordinary things.</p><p>The Retail Operations Analytics Manager will manage a team of operations analysts focused on operational excellence of Retail Customer Care (RCC). The role will join the WW Business Operations team, with a particular focus on performance management and decisions support for Apple’s RCC organization. This position will have a direct role in owning the performance of key operational metrics for RCC. The role requires a thorough understanding of contact center performance metrics and analytics and will drive operational performance improvement at vendor and Apple contact center sites.</p><h3>Description</h3><p>Take overall responsibility in ensuring the contact center is fulfilling its goals in customer satisfaction and quality performance globally. With the support of data, this role acts as a consultant to provide insights, observations and recommendations to help improve the business.</p><ol><li>Lead a team of analysts to define, measure and track performance, ensuring end-to-end visibility of metrics, and working with all regions to maintain consistency.</li><li>Perform quantitative analysis to identify trends, key root causes affecting key performance indicators, translate data into actionable insights and collaborate closely with site lead, Area Managers and Vendor Managers to define and drive both strategic and tactical quality initiatives.</li><li>Participate, initiate and facilitate business reviews as required.</li><li>Find opportunities to automate and streamline processes related to data management.</li><li>Partner with cross-functional global partners and RCC leadership to provide input into quarterly and annual business planning and capital projects.</li><li>Model inclusive leadership behaviors and build, develop and retain diverse teams.</li><li>Take action to ensure a safe, respectful, and inclusive environment for all team members.</li><li>Occasional meetings locally within the geo and internationally as required.</li><li>Regular meetings with peers in Asia and Europe during overlapping business hours.</li></ol><h3>Minimum Qualifications</h3><ul><li>6+ years of professional experience in operations, analytics, management consulting, corporate strategy, or equivalent experience.</li><li>3+ years of people management, including building and developing teams.</li><li>5+ years of proven data analytics experience including strong knowledge across these tools and languages: Excel, Tableau, SQL, and Python.</li><li>Proven problem-solving and cross-functional project work experience.</li><li>Effective presentation and communication skills, including ability to explain complex data and charts in a concise manner to large cross-functional audiences.</li></ul><h3>Preferred Qualifications</h3><ul><li>8+ years of professional experience in operations, analytics, management consulting, corporate strategy, or equivalent experience.</li><li>5+ years of people management, including building and developing teams.</li><li>Expertise in advanced analytical techniques and statistical analysis.</li><li>Strong work ethic and attention to detail. Ability to balance multiple projects and meet timelines.</li><li>Ability to stay positive in high stress situations and multitask in a dynamic environment.</li><li>Experience developing relationships with senior collaborators.</li><li>Experience supporting contact centers.</li><li>Bachelor’s degree in mathematics, finance, statistics, economics or other quantitative area. Master Degree a plus.</li></ul><p>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 $146,800 and $269,400, and your base pay will depend on your skills, qualifications, experience, and location.</p><p>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.</p><p>Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure 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.</p>
#J-18808-Ljbffr

Imagine what you could do here! The people here at Apple don’t just create products — they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work. Join Apple, and help us leave the world better than we found it!
Here on the Apple Store Online team (ASO), we are responsible for Apple’s largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for a Retail Operations Analytics Manager to help us do extraordinary things.
The Retail Operations Analytics Manager will manage a team of operations analysts focused on operational excellence of Retail Customer Care (RCC). The role will join the WW Business Operations team, with a particular focus on performance management and decisions support for Apple’s RCC organization. This position will have a direct role in owning the performance of key operational metrics for RCC. The role requires a thorough understanding of contact center performance metrics and analytics and will drive operational performance improvement at vendor and Apple contact center sites.
Description  Take overall responsibility in ensuring the contact center is fulfilling its goals in customer satisfaction and quality performance globally. With the support of data, this role acts as a consultant to provide insights, observations and recommendations to help improve the business.
Lead a team of analysts to define, measure and track performance, ensuring end-to-end visibility of metrics, and working with all regions to maintain consistency.
Perform quantitative analysis to identify trends, key root causes affecting key performance indicators, translate data into actionable insights and collaborate closely with site lead, Area Managers and Vendor Managers to define and drive both strategic and tactical quality initiatives.
Participate, initiate and facilitate business reviews as required.
Find opportunities to automate and streamline processes related to data management.
Partner with cross-functional global partners and RCC leadership to provide input into quarterly and annual business planning and capital projects.
Model inclusive leadership behaviors and build, develop and retain diverse teams.
Takes action to ensure a safe, respectful, and inclusive environment for all team members.
Occasional meetings locally within the geo and internationally as required.
Regular meetings with peers in Asia and Europe during overlapping business hours.
Minimum Qualifications   6+ years of professional experience in operations, analytics, management consulting, corporate strategy, or equivalent experience.
3+ years of people management, including building and developing teams.
5+ years of proven data analytics experience including strong knowledge across these tools and languages: Excel, Tableau, SQL, and Python.
Proven problem-solving and cross-functional project work experience.
Effective presentation and communication skills, including ability to explain complex data and charts in a concise manner to large cross-functional audiences.
Preferred Qualifications   8+ years of professional experience in operations, analytics, management consulting, corporate strategy, or equivalent experience.
5+ years of people management, including building and developing teams.
Expertise in advanced analytical techniques and statistical analysis. An affinity to “talking with numbers”; inherent ability to quantify and support conclusions with data.
Strong work ethic and attention to detail. Ability to balance multiple projects and meet timelines.
Ability to stay positive in high stress situations and multitask in a dynamic environment.
Experience developing relationships with senior collaborators.
Experience supporting contact centers.
Bachelor’s degree in mathematics, finance, statistics, economics or other quantitative area. Master Degree a plus.
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 $146,800 and $269,400, 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.
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 take affirmative action to ensure 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.

#J-18808-Ljbffr

Summary
Posted: Aug 26, 2024
Role Number:  200565120
Imagine what you could do here! The people here at Apple don’t just create products - they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work. Join Apple, and help us leave the world better than we found it! Here on the Apple Store Online team (ASO), we are responsible for Apple’s largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for a Retail Operations Analytics Manager to help us do extraordinary things. The Retail Operations Analytics Manager will manage a team of operations analysts focused on operational excellence of Retail Customer Care (RCC). The role will join the WW Business Operations team, with a particular focus on performance management and decisions support for Apple’s RCC organization. This position will have a direct role in owning the performance of key operational metrics for RCC. The role requires a thorough understanding of contact center performance metrics and analytics and will drive operational performance improvement at vendor and Apple contact center sites.

Description
Take overall responsibility in ensuring the contact center is fulfilling its goals in customer satisfaction and quality performance globally. With the support of data, this role acts as a consultant to provide insights, observations and recommendations to help improve the business. Lead a team of analysts to define, measure and track performance, ensuring end-to-end visibility of metrics, and working with all regions to maintain consistency. Perform quantitative analysis to identify trends, key root causes affecting key performance indicators, translate data into actionable insights and collaborate closely with site lead, Area Managers and Vendor Managers to define and drive both strategic and tactical quality initiatives. Participate, initiate and facilitate business reviews as required. Find opportunities to automate and streamline processes related to data management. Partner with cross-functional global partners and RCC leadership to provide input into quarterly and annual business planning and capital projects. Model inclusive leadership behaviors and build, develop and retain diverse teams. Takes action to ensure a safe, respectful, and inclusive environment for all team members. Occasional meetings locally within the geo and internationally as required. Regular meetings with peers in Asia and Europe during overlapping business hours.

Minimum Qualifications

6+ years of professional experience in operations, analytics, management consulting, corporate strategy, or equivalent experience.
3+ years of people management, including building and developing teams.
5+ years of proven data analytics experience including strong knowledge across these tools and languages: Excel, Tableau, SQL, and Python.
Proven problem-solving and cross-functional project work experience.
Effective presentation and communication skills, including ability to explain complex data and charts in a concise manner to large cross-functional audiences.

Preferred Qualifications

8+ years of professional experience in operations, analytics, management consulting, corporate strategy, or equivalent experience.
5+ years of people management, including building and developing teams.
Expertise in advanced analytical techniques and statistical analysis. An affinity to “talking with numbers” inherent ability to quantify and support conclusions with data.
Strong work ethic and attention to detail. Ability to balance multiple projects and meet timelines.
Ability to stay positive in high stress situations and multitask in a dynamic environment.
Experience developing relationships with senior collaborators.
Experience supporting contact centers.
Bachelor’s degree in mathematics, finance, statistics, economics or other quantitative area. Master Degree a plus.

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 $146,800 and $269,400, 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. Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.

Equal Opportunity
Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure 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.

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