Job Details

Senior Manager, Retail Contact Center Analytics

Cupertino, California, United States

Corporate Functions

Summary

Posted: Sep 04, 2025

Weekly Hours: 40

Role Number: 200618969-0836

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.

Responsibilities

• Lead weekly and quarterly business reviews with partners and drive operational improvements by monitoring primary critical metric performance across demand, staffing and quality. Perform quantitative analysis to identify trends, correlations, and root causes affecting key performance indicators from achieving established goals. Based on data insights collaborate closely with site lead, area managers and vendor managers to adjust strategies and actions.

• Apply statistical techniques on large disparate data sources to develop automated quantitative models that will forecast quarterly important metric targets for operational teams. Collaborate with business leaders to incorporate upcoming program change impact into the model to generate critical metric targets that align with strategic business goals, driving motivation and productivity within operational teams.

• Conduct ad-hoc analyses using both structured and unstructured data and implement A/B tests to evaluate return on investment and customer experience impact of staffing strategies, support business case creation and evaluate effectiveness of new programs.

• Design data models for automated reports and develop dashboards using industry standard visualization tools such as Tableau to track key trends of metrics and generate insights on demand, staffing and quality performance.

• Define key performance indicators for Retail Customer Care operations ensuring end-to-end visibility of metrics and driving consistency across regions. Operate as a key data strategist to identify and integrate new datasets generated from new processes, and work closely with cross-functional teams to design and implement data pipelines.

• Present insights and recommendations to senior leadership, translating complex data into clear narratives.

• As needed meet internal and cross-functional teams across various regions during overlapping business hours to drive positive collaboration for both strategic and tactical initiatives including capital projects and automated data management solutions that will improve team efficiency and productivity.

• Lead and manage a team of technical professionals and be overall responsible in ensuring the contact center is fulfilling its goals in customer satisfaction and quality performance globally.

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.

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 $214,000 and $356,600, 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.