Global Business Operations Manager, Apple Retail Contact Center

Austin, Texas, United States
Operations and Supply Chain


Posted: Dec 18, 2018
Weekly Hours: 40
Role Number: 114262098
In this role, you will lead a global team of operations analysts focused on operational excellence. You will be part of the Global Business Operations team, with a particular focus on performance management and decisions support for Apple’s Global Retail Contact Centers. You will have a direct role in leading the performance of key operational metrics for our Retail Contact Centers. The role requires a thorough understanding of contact center performance metrics and analytics. You will drive operational performance improvement at vendors and Apple contact center sites. Using data, you will make operational improvement recommendations and develop performance improvement plans. You will perform root cause analysis working with contact center management. You will follow a structured process for identifying issues and help the contact centers teams create action plans that will ensure solutions can be measured and evaluated for effectiveness. The position will work to support the Retail Contact Center sites around the world and will interact with Contact Center management, Directors, Vendor Managers, Operations, Strategy, Legal and Finance.

Key Qualifications

  • 8+ years of experience in operations, analytics, management consulting, investment banking, corporate strategy, or equivalent experience in a technology company
  • Experience leading a team, 3 + years
  • Experience working in a global role
  • Experience supporting contact centers a plus
  • Experience developing relationships with senior business partners
  • Attention to detail and the ability to handle complex processes
  • Effective presentation skills and be able to explain complex data and charts in a concise manner to large audiences
  • Distinctive problem-solving and project management skills
  • Superb communication and facilitation skills with the ability to work in a highly multi-functional environment
  • An affinity to “talking with numbers”; inherent aptitude to quantify and support conclusions with data
  • Advanced Excel skills
  • Proficiency with Tableau a plus
  • Strong work ethic and ability to lead multiple projects and meet deadlines and timelines
  • Ability to maintain a positive attitude in high stress situations and multitask in an extremely dynamic environment
  • Ability to answer complex questions through data, analysis, and clearly communicate findings to multi-functional teams for direction
  • Ability to find opportunities to automate and streamline processes
  • Ability to accommodate domestic and international travel


Define, measure and track performance, ensuring end-to-end visibility of metrics and driving consistency across regions Perform quantitative analysis that translates data into actionable insights and track and analyze key product usage and team productivity metrics while establishing and implementing new operational frameworks Overall responsibility in ensuring the contact center is fulfilling its goals in customer satisfaction and quality performance globally Act as a consultant and provide insights, observations and recommendations to help improve the business Drive positive engagement with Apple internal Managers (including Site leads, Vendor Managers, Area Managers) as well as provide guidance to Quality managers from our outsourced supplier network Initiate quality deep dives to identify trends, key root causes affecting quality performance indicators and define and drive quality improvement initiatives Collaborate closely with both Site lead, Area Managers and Vendor Managers to drive both strategic and tactical quality initiatives Participate in, initiate and facilitate business reviews as required Perform and develop strategic analysis to help support Retail Contact Center business goals and solve business problems Drive performance improvement across the contact center (including internal and external vendors) Develop effective processes to enable the RCC organization to scale efficiently Gather, synthesize and prioritize business needs based on input from sponsors and global partners Engage with the business to identify metrics used to measure the success of new programs/projects Actively seek out expertise from SME’s to assist in making sound decisions Partner with global partners to provide input into quarterly and annual business planning Partner with reporting team to automate and streamline processes related to data management Partner with Apple Digital Store and RCC leadership on capital projects

Education & Experience

Bachelor’s degree required, MBA a plus.

Additional Requirements

  • Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.