Repair Operations Analytics Program Manager
Sunnyvale, California, United States
Operations and Supply Chain
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AppleCare is Apple’s premier Service and Support organization providing award winning technical support and product service to our global customer base. The Repair Operations Analytics Program Manager will be responsible for leading the performance management efforts for factory repair operations. Responsibilities include the creation and analysis of KPI management tools, as well as the collaboration with cross functional partners to implement anomaly mitigation solutions and continuous improvement efforts across all repair sites. A successful Program Manager is a natural leader and facilitator; is driven, organized and detail oriented; excels in data analysis; communicates with ease at all levels; proficient in executive presentations; thrives in an ambiguous environment; is adept at facilitating actions and resolving conflicts; and manages through relationships and influence.
You will be part of the Apple’s Global Repair Operations organization and will be supporting repair factory service operations globally. You will have experience working with executive management, cross-functional partners and 3rd party vendors. You will monitor performance, build the required analytics framework and dashboards, and be at the forefront of operational performance trends and emerging fraud. You possess excellent verbal and written communication skills and are able to effectively influence multiple levels within the organization. An ability to work both independently and as part of a large cross functional team is essential.
Key Qualifications
- 5-7 years of industry work experience; operations experience is a plus.
- Strong experience in reporting, data driven insights, and ad hoc analysis.
- Excellent knowledge of Tableau or Power BI.
- Ability to report and present in a clear and concise manner to all levels.
- High degree of flexibility supporting multiple projects of varying complexity and priority and ability to manage competing priorities in a data-driven and results oriented manner.
- Excellent analytical and critical-thinking skills with consistent record of solving complex problems.
- Outstanding professional demeanor, resourcefulness, flexibility, and self-motivation.
- Ability to maintain a positive attitude in high stress/fast paced work environment.
- Leverage and implement best practices and tools available across Apple to improve team’s productivity.
- Ability to work and make decisions with minimal supervision.
- Great teammate, reliable and dependable.
Description
Create, review and maintain reports, dashboards and other tools to identify emerging performance trends, provide recommendations and work with x-functional peers on potential mitigation opportunities and risks. Collaborate with various teams: Operations, Engineering, Finance, Channels, Business Intelligence, Global security, SDS or appropriate business owners in defining strategies to optimize repair operations. Fully understand the impact of operational changes, and demonstrate strong problem-solving skills in collaboration with regional teams, partners and the leadership team.
Education & Experience
BS or MS degree in engineering (industrial, or mechanical preferred), statistics or related field with MBA/PhD preferred.