Apple Support Vendor Manager - Philippines

Cebu, Philippines
Support and Service

Summary

Posted:
Role Number:200165696
An AppleCare Vendor Manager leads Outsourced Support Vendors to deliver on the Apple brand promise and promotes a relentless pursuit of exceptional customer service experiences. This role is responsible for timely day to day execution of business requirements, cascading information, and setting the strategic direction of their Vendor/Partner in alignment with AppleCare business priorities and Credo. Vendor Managers monitor and steer performance, develop, and tenaciously influence the achievement of AppleCare objectives in an efficient and procedurally compliant manner. Vendor Managers balance the best interest of AppleCare with a mutually beneficial business outcome for the Vendor/Partner through business strategy, execution of tactical programs, innovative projects, and accountability. Tireless focus on exceptional customer service, operational execution and accountability for achieving goals, and the cultivation of a trusting business relationship are the cornerstones of effective Vendor Management.

Key Qualifications

  • LEADERSHIP EXPECTATIONS
  • Facilitate and encourage creativity that enables and empowers Vendor to create strategic plans and operational execution to successfully accomplish AppleCare business goals and meet or exceed documented key performance indicators.
  • Cultivate relationships and guidelines that prepare Vendor/Partners to manage their business and support their organizations to be successful in achieving current and future AppleCare goals.
  • Communicate in a concise, clear and consistent manner. Represent their business to senior leaders.
  • Partner well and share overarching vision and goals with other AppleCare Vendor/Partner support groups.
  • Champion motivating environments that support development, and be a catalyst for innovation within Vendor organizations.
  • Own the direction of their Supplier(s) and counsel on plans/strategies to drive performance. Hold sites and suppliers accountable for all key defined AppleCare business priorities.
  • Unrelenting emphasis on employee engagement that lives up to Apple culture and embodies the Apple Support Credo.
  • Evolve performance through expert utilization of business levers such as analytics, reporting, workforce management, talent management, quality, industry expertise.
  • Ability to manage and collaborate with resources (people, time, support sources) to avoid pitfalls and get things done; can orchestrate multiple activities and creatively overcome obstacles to accomplish a goal.

Description

OPERATIONAL EXPECTATIONS Establish and conduct a regular cadence of performance review with Vendors (Weekly, Monthly and Quarterly) to ensure results are in line with business priorities and expectations. Conduct regular one to one with all key stakeholders throughout the suppliers organization to ensure clear understanding of development, planning, expectations, and goals. Engage various supporting functions such as Business Analysis and Reporting, Quality Program Managers, and Training Program Managers, and Vendor Alliance Managers, to understand Vendor performance and proactively identify successes and opportunities. Connect with compassion and ensure suppliers are supported and aware of performance goals and contractual obligations Prepare and present performance updates to VM staff and AppleCare Leadership at all internal business review meetings. Attend all meetings that are critical to understanding and executing the role at a high performance benchmark. Ensure that Site Directors and Senior Operations Managers are analyzing their business to quickly identify trends and determine critical focus areas; evaluate their strategy so that it effectively drives performance improvement and executes on a plan consistent with Apple values. Regularly evaluate the performance of Vendors and sites which culminates to a high quality annual performance review. Counsel suppliers on preparation and presentation of Annual Business Review. Deliver on all other commitments as it relates to projects, people or agreed deliverables. Identify, own and foster relationships within the broader AppleCare organization with particular focus on upstream escalation groups including Customer Relations, Engineering, Forecasting, Scheduling and Capacity planning groups, Quality groups and AppleCare Field Service Managers for the countries your partners support. Coordinate with Support Programs teams to ensure the efficient roll out of new initiatives, driving ongoing improvement of Advisors tools, resources, processes, and procedures.

Education & Experience

Additional Requirements

  • Able to work day and/or night shift according to business needs.