AppleCare Partner Operations Manager

Austin,Texas,United States

Support and Service

Imagine what you could do here! At Apple, new insights have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what can be accomplished! The people here at Apple don’t just craft products - they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it. This position is responsible for performance of AppleCare’s outsource vendor contact center partners in the AMR region. The Partner Operations Manager’s role is to develop and lead initiatives to improve operational performance aligned to the customer or experience and manage a team of experienced Vendor Managers. Vendor Managers engage with their partners to review daily, weekly, monthly and quarterly performance, drive improvement plans and act as the primary point of contact for Apple. VMs also collaborate closely regularly with internal groups, including Apple internal contact center management, forecasting and planning, workforce management, training, quality and the global vendor strategy team, to ensure that information flows efficiently between Apple and OSVs. Key components of the POM role are: development and support of the vendor managers; ensuring high levels of team collaboration and performance in addition to driving supplier performance and contractual adherence in line with AppleCare’s outsourcing strategy. Activities include handling individual 1:1s, leading team meetings and support initiatives with VMs; maintaining coordinated OSV relationships at operational level, leading workflow efficiencies, assessing vendor performance and metrics, and driving his/her team to execute on performance improvement as the need arises. As a senior member of the AMR leadership team, the POM will also work closely with internal groups and project teams to identify and lead performance improvement initiatives as well as execute regional strategic and tactical plans in support of Apple’s customers. The ability to work independently or as part of a team to leverage data and business intelligence to proactively seek out improvement opportunities, identify actions, set goals and track to completion is critical to success in this role.

Key Qualifications

• Minimum 7 years of shown work experience in large-scale contact center environment including technical support and / or customer service management across phone, chat and email channels

• Minimum of 3 years direct people-management experience

• Proven experience with US domestic, offshore and work from home contact center operations

• Solid understanding of OSV contracts and negotiation principles

• Good understanding of cost and financial accounting principles

• Ability to interpret sophisticated business information and perform data analysis to drive measurable results

• COPC Registered Coordination Certification preferred

Description

Below are additional responsibilities in scope for this role: Leadership Support VM skill and performance development via structured mentoring and coaching processes, 1:1, team meetings, and performance reviews Develop and coach VMs on driving performance at assigned OSVs Regularly seek out opportunities to enhance OSV / VM performance in support of Apple’s customers and business objectives Collaborate with regional POMs to support ongoing improvement of team processes, team morale and inclusion and diversity initiatives Operational Review daily, weekly, monthly and quarterly performance metrics and trending to ensure alignment with contractual and business expectations. If performance metrics are out of spec, the POM will work with VM/s and OSVs to understand root cause and develop action plans to address Participate in weekly, monthly, quarterly and annual business reviews comprised of Apple and OSV teams Review and analyze operational data to identify trends and build measurable action plans Participate in capacity planning process to ensure outsource partners are staffed to plan and handling their business in line with stated assumptions Build positive relationships with Apple internal support groups and provide feedback as appropriate on processes and procedures impacting customers or OSVs Work closely with Apple internal contact center teams to facilitate knowledge share and standard methodology exchange Address any business operations issues that affect the outsource partner’s ability to meet contractual and / or business expectations (ie telecom and data issues, call routing, procedures, reporting, forecast) Review and implement business critical issues to and from OSVs in compliance with Apple policy Financial Review OSV forecasts. Work with VMs and suppliers on staffing discrepancies Work with VMs and Finance team to resolve any invoice discrepancies Review and approve change management requests and OSV invoices Track and approve team travel and expenses for budgetary purposes Continually seek and implement opportunities to improve efficiencies or quality

Education & Experience

BA/BS Degree in Business or related field preferred

Additional Requirements

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