Vendor Manager - Retail Customer Care
Kanagawa, Kanagawa-ken, Japan
Support and Service
At Apple, we believe in hard work, a fun environment, and the kind of creativity and innovation that only comes about when people from diverse backgrounds approach problems from varying perspectives. We believe each customer interaction is an opportunity to delight, engage, and inspire – and that by focusing on the smallest of details, we can make big impacts with our customers. Building this environment within our outsource partner starts with you! This position will have responsibility for managing the strategic partnerships with our JPN outsource vendor network, driving strong relationships, performance and growth through our extended network. You are a good teammate, strong communicator at all levels of leadership, have the ability to make decisions in partnership with key business groups, and a business savvy individual. You should have an excellent understanding of the needs and challenges facing todays outsourcing partners and how they fit with Apple's unique customer focus and passion for excellence. You are self-directed and motivated with strong relationship, management and coordination skills to handle a variety of activities and complexities spanning across the organization. You are effective negotiator and skilled at resource balancing and conflict management. You are able to act as a liaison between the business and outsource partner. A critical key to success is the ability to gain alignment by proactive partnering with all levels across the organization. The ideal candidate will have extensive managerial experience working in a fast-paced contact center environment.
- Minimum 5 years of demonstrated work experience in a contact center environment including Sales and customer service management with phone, email and chat solutions in a large inbound contact center
- Skilled at developing business and interpersonal relationships with strong presentation skills
- Attention to detail and execution
- Good business acumen and sensitivity to critical metric from Apple day to day operations
- Ability to interpret complex analysis, budgeting data and business information
- Great communicator in both English and Japanese
OPERATIONAL RESPONSIBILITIES - Review daily performance metrics to ensure they are within the specifications of the contract. If the performance metrics are out of spec, the Vendor Manager will follow up with the vendor and internal Quality teams to understand the issues and to develop action plans to close the gaps. - Perform a weekly operations meeting comprised of the Apple and vendor teams. The weekly ops meeting agenda includes reviewing vendor data for service levels, FCR, customer satisfaction, sales performance, tracking agent performance, staffing attainment, training activities, logging, and telecom. The Vendor Manager collects and communicates this data to and from the vendor. - Work closely with the internal teams to ensure that appropriate internal activities are also conducted at the vendor locations (i.e. ongoing roundtables, call/chat review and calibrations, training, inventory / site audits, etc) - Review and enforce business operations escalations to and from the vendor. - Provide feedback to the appropriate internal groups on Apple programs and procedures that affect the vendor’s ability to meet the requirements of the contract. - Facilitate the Quarterly Business Reviews. PERFORMANCE AND PROCESS IMPROVEMENT - Drive Quality and Excellence in all our Vendor sites through partnering with internal teams and business leads to ensure exceptional process and quality metrics are implemented and achieved - Work closely with leadership teams both internally and externally to ensure clear expectations are set and vendor is performing against those expectations - Analyze business operations data including all service and sales metrics and customer satisfaction surveys to identify impactful trends. - Contribute to determining root causes of operational issues by utilizing a structured process improvement methodology. - Create action plans to effectively address root causes. FINANCIAL - Review vendor forecasts. - Ensure timely delivery of forecasts to the vendors. - Review and approve vendor invoice. - Work with vendor to resolve any invoice discrepancies. - Develop and maintain business plan and budget. - Continually seek and implement opportunities for cost reduction.
Education & Experience
- We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.