WW Business Operations Manager, Apple Retail Contact Center

Austin, Texas, United States
Operations and Supply Chain

Summary

Posted: Sep 26, 2018
Weekly Hours: 40
Role Number: 114262098
This position will manage a global team of operations analysts focused on operational excellence. The role will be a part of the WW Business Operations team, with a particular focus on performance management and decisions support for Apple’s Retail Contact Center. This position will have a direct role in managing the performance of key operational metrics for the Retail Contact Center (RCC) Order Administration group. The role requires a thorough understanding of contact center performance metrics and analytics. This position will drive operational performance improvement at vendor and Apple contact center sites. Using data, the role will make operational improvement recommendations and develop performance improvement plans. This position will perform root cause analysis working with contact center management.  They 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 RCC sites around the world and will interact with Contact Center management, Directors, Vendor Managers, Operations, Strategy, Legal and Finance.

Key Qualifications

  • Experience managing a team, 3+ years preferred
  • Experience working in a global role
  • Experience developing relationships with senior stakeholders
  • Attention to detail and the ability to manage 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
  • Excellent communication and facilitation skills with the ability to work in a highly cross-functional environment
  • An affinity to “talking with numbers”; inherent aptitude to quantify and support conclusions with data
  • Advanced Excel
  • Proficiency with Tableau a plus
  • Strong work ethic and ability to manage multiple projects and meet deadlines and timelines
  • Ability to maintain a positive attitude in high stress situations and multitask in an extremely dynamic environment
  • Answer complex questions through data, analysis, and clearly communicate findings to multi-functional teams for direction
  • Able to accommodate domestic and international travel

Description

Develop and lead a global team of analysts to achieve established goals and objectives. 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 Business Reviews - Participate, initiate and facilitate business reviews as required. Perform and develop strategic analysis to help support RCC 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 stakeholders Engage with the business to identify metrics used to measure the success of new programs/projects Proactively seek out expertise from SME’s to assist in making sound decisions. Ability to identify opportunities to automate and streamline processes  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 Online Store and RCC leadership on capital projects

Education & Experience

Bachelor’s degree, MBA a plus. 8+ years of experience in operations, analytics, management consulting, investment banking, corporate strategy, or equivalent experience in a technology company

Additional Requirements