AppleCare - Vendor Manager
Tokyo, Tokyo-to, Japan
Support and Service
The people here at Apple don’t just build products — they build the kind of wonder that revolutionizes entire industries. It’s the diversity of people and their ideas that inspire the innovations. Join Apple, and help us leave the world better than we found it. The AppleCare Vendor Management is responsible for managing a portfolio of vendor partners, delivering voice, email and chat support to customers. The role will focus on partners located across Japan, ensuring the highest levels of customer satisfaction, technical excellence, quality and consistency. The position encompasses both operational and quality dimensions of partner performance and management.
- Extensive contact centre experience of five years or more. COPC certification desirable.
- Experience in the management of outsourced suppliers delivering customer facing support - either on the client or partner side.
- Familiar with the quality and consistency of OEM technical support, with a proven understanding of the interdependencies of those dimensions.
- Proven ability to collaborate with regional partners.
- Native or Business Level Japanese required.
In the role you will create and lead business relationships with our vendor partners to implement support solutions for our customers. The success of our partner performance against defined metrics across multiple sites will be in your scope. You will communicate and gain agreement on mutual goals and objectives and build awareness and support of the strategic benefits of the alliance. You will maintain a collaborative dialogue with the Business, Partner Operations & Vendor Manager peers to review the effectiveness of the vendor relationship. You will work collaboratively with both internal and external partners to identify and implement initiatives to improve productivity and quality. As the in-country resource for Apple, you will also be: - Helping to develop action plans to reduce variation in Advisor performance with regard to core metrics that impact customer satisfaction. - Performing weekly analysis of customer dissatisfaction, ensuring action plans are in place to improve customer experience. - Ensuring key metrics are collected, have integrity, are understood and acted upon appropriately within the Contact Centre. - Coordinating with Support Program team to ensure the efficient roll out of new initiatives, driving ongoing improvement of agent tools, resources, processes, and procedure. - Coordinating with vendor team and internal management to ensure all teams are working toward consistent performance goals. - Being on site with our partners is key to your success, and you will be required to be so to support the foregoing tasks, and inspect the compliance of the vendor partner in execution of their activities You will identify, own and foster relationships within the broader AppleCare organization with particular focus on upstream escalation groups including Customer Relations, Tech Support, Engineering, Forecasting and Capacity planning groups, Quality groups and AppleCare Field Service Managers for the countries your partners support. You will build closer relationships between our vendor partners, internal support sites and other groups that impact the overall customer experience with Apple. You will actively partner with CC operations, Training, Reporting & Analysis and the broader regional WW VM teams. Success in the role will be determined by: - Delivering results at or above target at partner sites across the WW Contact Centre key metrics including Staffing Accuracy, Service Level, Customer Satisfaction, and other quality and efficiency related metrics. - Ensuring readiness at vendor sites that delivers the required resources, appropriately trained and available for calls in line with WW and regional planning. - Strong, collaborative communication and partnership with vendor partners, internal teams and AppleCare country management. - A willing and active participation in the global team to drive consistencies and share or adopt best practices. - Fluency in English is important, with extraordinary verbal and written English expression.
Education & Experience
BA/BS Degree in business or related field.
- *This position requires you to be based in Tokyo office.