Job Details

Weekly Hours: 40

Role Number: 200618969-0836

Summary

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.

Here on the Apple Store Online team, 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 someone to help us do extraordinary things.

In this role, you will be a part of the Retail Customer Care Business Operations team leading performance management and decision support to deliver efficient operations and high-quality customer care. Using data and quantitative techniques, you’ll provide insights and recommendations to drive operational performance improvement at vendor and Apple contact center sites. The successful candidate will identify business problems, translate those into analytical questions, and perform rigorous descriptive / predictive analysis of contact center operational metrics to inform on operational processes and program effectiveness.

Description

A successful candidate will use their contact center experience, quantitative and technical background, business acumen, and communication skills to influence and build relationship with wide range of cross-functional partners. This is a dynamic environment that requires seasoned leader to make strategic and global decisions that effectively balance multiple competing priorities.

Minimum Qualifications

• 10+ years of professional experience in operations, analytics, management consulting, corporate strategy, or equivalent. Contact Center experience preferred.

• 7+ years senior managerial people leadership experience building and leading large globally distributed teams.

• 5+ years of proven data analytics experience including strong knowledge across these tools and languages: Excel, Tableau, SQL, and Python for data collection, storage, cleaning, preparation, analysis, and visualization.

• Experience in data science models and statistical analysis techniques such as text analytics, hypothesis testing, sentiment analysis, regression etc.

• Effective presentation and communication skills, including ability to explain complex data and charts in a concise manner and influence and engage with senior leadership.

• Bachelor’s degree in engineering, mathematics, finance, statistics, analytics, or other quantitative area, master’s degree a plus.

Preferred Qualifications

• Familiarity with AWS and Snowflake preferred.

• Proven problem-solving, partner management and cross-functional project work experience.

• Ability to stay positive in high stress situations and balance multiple tasks in a dynamic environment.

• Comfortable to work independently with strong work ethic and attention to detail.

• Curious and self-motivated individual who is highly interested to develop new skills and learn new technologies.

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) .