AMR Vendor Manager
Austin, Texas, United States
Operations and Supply Chain
The AppleCare Vendor Management team is seeking a Vendor Manager (VM) to drive the operational performance of outsource contact center partners in the AMR region. Individual Vendor Managers (VMs) engage with assigned sites to own daily, weekly, monthly and quarterly performance, through effective improvement plans and acting as the primary point of contact for Apple on all operational matters. An ideal VM will exhibit personal accountability for performance and ensure their sites are meeting or tracking toward targets. You will join a team of peers who manage multiple outsource contact center sites supporting US, Canadian, and Latin American customers. This team partners with internal groups, including AppleCare contact center management and operations teams, forecasting and planning, workforce management, training, quality and the global vendor strategy team to ensure information flows smoothly between Apple and outsource partners. This position can be based on-site either in Austin, TX or Elk Grove, CA.
- Minimum 5 years of related work experience in a contact center environment, including technical support management and customer service management with phone and chat solutions in a large inbound contact center environment.
- Ability to interpret complex analysis and business information.
- Experience leading complex outsourcing relationships at a wide range of hierarchy levels.
- Effective negotiation skills and the ability to inspire change are also critical attributes.
Operational: - Review daily performance metrics to ensure they are meeting AppleCare business goals and objectives. If the performance metrics are out of spec, you will follow up with the vendor and internal Quality teams to understand the issues and to develop action plans with target goals and timelines to address the gaps. - Actively address any business operation issues that affect the vendor’s ability to meet AppleCare business goals and objectives, or to adhere to our recommended operational practices. (i.e. telecom and data issues, call routing, operational procedures, reporting and forecast). - Perform weekly, monthly and quarterly review meetings comprised of Apple and vendor teams. - Be familiar with the operation of internal sites to ensure that appropriate standard methodologies are identified and shared. - Demonstrate accountability to drive performance improvement by reviewing data regularly, developing strategies and taking proactive actions to identify trends and addressing concerns. - Review, influence and implement business process improvement projects on 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 business goals and objectives. - Facilitate periodic Business and Executive Reviews with vendor partners. - Lead enterprise-wide performance review calls as required by the business. PROCESS & PERFORMANCE IMPROVEMENT: - Analyze business operations data including all contact center operational metrics and customer satisfaction surveys to identify actionable trends. - Chip in to identify and resolve root cause(s) of operational issues by utilizing a structured process improvement methodology. - Manage multiple deliverables across a range of LOBs and business functions in line with AppleCare goals or seasonal focus areas. PROJECT MANAGEMENT: - Actively identify improvement initiatives and projects. - Represent VM team on ad hoc special projects and programs. - Work closely with internal groups to understand legal, strategic and financial aspects of vendor relationships. - Negotiate with internal and external resources for landmarks and expected outcomes. FINANCIAL: - Strong leadership, general business acumen, influence and negotiation skills. - Review vendor forecasts and capacity planning assumptions. - Review and approve vendor supplemental invoice costs. - Continually seek and implement strategies and initiatives for business improvement and cost efficiency. - Travel Required - 30-50%