Vendor Manager- Client Relations Rep
Austin, Texas, United States
Support and Service
AppleCare’s Vendor Manager (VM) has overall responsibility for the operational performance of outsource AppleCare Channel Service Support (CSS) partners of the region. VM engages with assigned site(s) to review daily, weekly, monthly and quarterly performance, drive improvement plans, and act as the primary point of contact for Apple on all outsourced operational matters for the CSS organisation in region. The CSS VM also liaises regularly with relevant AppleCare internal groups within CSS and the Contact Centre. In addition, the VM will be collaborating with the global CSS Vendor Manager to ensure seamless on boarding of new vendors and contract negotiations in region. Each regional will drive regional performance and, in tandem lead global consistency with CSS VM in other regions. You will also ensure that information flows smoothly between Apple and outsource CSS partners. The CSS VM will possess tight-knit collaboration and communication skills as well as business acumen, with a proven track record of leading successful business outsource relationships. Past experience in leading outsourcing partner relationships at a range of hierarchy levels is also a requirement. This is a key role on a dynamic team. You are organized and dedicated, with strong analytical skills, capable of prioritizing and running multiple activities simultaneously with varying levels of complexity and business impact. Effective negotiation skills, resource balancing and ability to influence change are also critical attributes.
- Proven experience of vendor management, contracts and negotiation principles.
- Solid understanding of cost and financial accounting principles.
- Ability to interpret complex analysis, budgeting data and business information.
- Six Sigma training preferred
- COPC process training preferred
Operational: - Review performance metrics to ensure they are within the specifications of the contract. If the performance metrics are out of spec, the Vendor Manager will follow up with the vendor and internal Apple teams to understand the issues and to develop action plans with target goals and timelines to address the gaps. - Actively address any business operations issues that affect the vendor’s ability to meet the requirements of the contract. - Perform review meetings comprised of the Apple and vendor teams. - Closely work with the internal sites to ensure that appropriate internal activities are also conducted at vendor locations (i.e. ongoing roundtables, training, inventory audits.) - Review and enforce business operations issues to and from the vendor. - Provide timely feedback to the appropriate internal groups on Apple programs and procedures that affect the vendor’s ability to meet the requirements of the contract. - Facilitate periodic Business and Executive Reviews. - Periodically lead enterprise-wide Daily / Monthly Operations calls as required by the business. - Process & Performance Improvement: - Analyze business operations data including all service metrics and partner and customer satisfaction surveys to identify actionable trends. - Contribute to determining root causes of operational issues by utilizing a structured process improvement methodology. - Partner with vendor sites to create action plans to effectively address root causes. - Working with Procurement to scale changes, new important metrics, amendments, site openings, closures, program additions or removals - Facilitating executive level issues and disputes - Build relationships with other internal groups who work with our partners both within AppleCare and beyond Project Management: - Actively identify and implement business improvement initiatives and projects - Ad hoc special projects and programs - Work closely with CSS Readiness team to assist in documenting and sizing any new business processes & requirements coming into the group via AppleCare & CSS projects & initiatives - Work closely with internal groups to understand legal, strategic and financial aspects of vendor relationships. - Negotiate with internal and external resources for achievements and expected outcomes. Financial: - Review vendor forecasts and capacity planning assumptions - Review and approve vendor supplemental invoice costs. - Continually seek and implement opportunities for business improvement and cost efficiency. - Travel Required - 10-30%
Education & Experience
BA/BS Degree in business or related field.