Apple Inc.
Retail Operations Analytics Manager
Apple Inc., Cupertino, California, United States, 95014
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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. Take 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. 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. 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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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. Take 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. 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. 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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