AppleCare Vendor Alliance Manager
At Apple, we believe that hard work, a fun environment, creativity, and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage and inspire – and that by focusing on the smallest of details, we can make big impact with our customers. Building this environment starts with you!
The AppleCare Global Vendor Strategy (GVS) team is seeking a Vendor Alliance Manager (VAM) to support our EMEIA Region with capacity planning and with strategic relationship management of our outsourced supplier network. The VAM is also a regional point of contact for other internal functional teams that engage with our suppliers, including Partner Operations Management, Governance, Risk & Compliance, Forecasting & Analytics, and Corporate Procurement. The VAM will report to the regional Direction and Planning Manager.
The VAM works with various stakeholders to ensure that regional supplier portfolio strategies are effectively planned and executed to support AppleCare Support objectives in the short, medium and long-term. When demand signals justify it, the VAM is responsible to source new contact centres and expanding capacity with existing and new suppliers, conduct on-site assessments, and collaborate with Corporate Procurement during supplier negotiations.
The VAM drives strategic decisions regarding headcount allocation, program additions or decommissions in their region. The VAM engages in strategic discussions with supplier executives, collects and communicates updates, and participates in Apple internal initiatives related to suppliers both regionally and globally.
The VAM serves as the key point of contact for the Partner Operations Management team on strategic direction and non-operational issues, including governance, compliance, escalations, conflicts, commercial agreements, and risk assessment. The VAM is responsible for working cross-functionally on new site, LOB or new program launches and decommissions.
Lastly, the VAM serves as an escalation channel for our internal business teams and supplier executives to address any engagement issues.
- Comprehensive contact centre Supplier management experience or client services/account management experience with a contact centre service provider
- Excellent oral & written communication skills and ability to navigate at multiple levels of engagement including senior level audience
- Effective analytical and structured problem-solving skills, with excellent communication and collaboration skills exhibited in complex operational settings
- Ability to distill complex challenges into a cogent strategy, and to present the strategy using content and talking points in a way that can be consumed by a broad audience
- Highly organised and able to make decisions based on a broad set of variables, quickly and efficiently
- Able to travel approximately 1 times per quarter, sometimes more.
- Experience managing technical support and/or customer care contact centre operations
- Ability to work well with business owners to understand business needs and objectives
- Can work autonomously, and to collaborate optimally with a peer group
- COPC Registered Coordination Certification preferred
- Bachelor's Degree, or equivalent experience