Vendor Manager - AMR
Austin, Texas, United States
Support and Service
Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. The people here at Apple don’t just craft products - they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it. JOB SUMMARY 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. This position will be based in the Austin and/or Elk Grove campus. An AppleCare Vendor Manager leads Outsourced Support Vendors to deliver on the Apple brand promise and promotes a relentless pursuit of outstanding customer service experiences. This role is responsible for timely day-to-day completion 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. Focus on outstanding customer service, operational execution and accountability for achieving goals, and the cultivation of an unquestioning business relationship are the cornerstones of effective Vendor Management. This position can be based on-site either in Austin, TX or Elk Grove, CA.
- Extensive contact center experience of five years or more.
- Ability to interpret complex analysis and business information.
- Project management / business process reengineering experience.
- Effective negotiation skills and the ability to inspire change are also critical attributes.
- Strong leadership, general eye for business, influence and negotiation skills.
- Ability to travel 20-50% of time
Facilitate and encourage creativity that enables and empowers Vendors to build strategic plans and operational execution to successfully accomplish AppleCare business goals and meet or exceed detailed key performance indicators. Cultivate relationships and guidelines that prepare Vendor/Partners to lead 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 results 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 motivation for innovation within Vendor organizations. Be responsible for 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. Dedicated emphasis on employee engagement that lives up to Apple culture and embodies the Apple Support Credo. Evolve performance through utilization of business levers such as analytics, reporting, workforce management, talent management, quality, industry expertise. Ability to lead 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. RESPONSIBILITIES INCLUDE: - 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 partners 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, 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 important 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 resolve critical focus areas. - 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 cultivate relationships within the broader AppleCare organization with particular focus on upstream partners. - 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
Bachelors degree or equivalent experience
- Ability to travel 20-50% of time