Channel Service Support Analytics Manager - Apple Support

Shanghai, Shanghai, China
Support and Service


Weekly Hours: 40
Role Number:200140449
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 Channel Service Support (CSS) organization is the central support group for AppleCare’s global repair operations supporting Apple Authorized Service Providers, Apple Retail Stores, Distributors and our Telecommunications partners daily. CSS works intrinsically with every team within Apple’s Support Supply Chain Operations. (Warehouse, Logistics, Planning, Materials, Engineering, Retail, Finance, in-region support operations etc.) to ensure the smooth and timely flow of repairs to ensure an extraordinary customer experience. We are looking for a dynamic manager to lead a diverse team that focuses on repair operations, including but not limited to, repair turnaround time, anomaly detection, and general repair business analytics for APAC and Greater China. The ideal candidate must be self directed and motivated with strong analytical, leadership, and management skills in order to coordinate a variety of activities and complexities spanning across the worldwide organization. He/She also needs to be able to operate cross functionally in a heavily matrixed environment in order to gain alignment on initiatives that meet the end customer needs. This role is available at our site in Shanghai, Singapore or other office in APAC.

Key Qualifications

  • 5+ years leadership experience in large organization
  • Mentor and coach with demonstrated experiences of deriving success from diverse teams
  • Excel at confidently articulating a clear and credible strategic vision
  • Excellent analysis and problem solving skills
  • Broad supply-chain operations experience with knowledge of inter process complexities
  • Solid decision-making and sound judgment
  • Strong written and verbal communications
  • Detail oriented
  • Excellent interpersonal skills, engaging and can communicate at all levels of the organization.
  • Ability to work in a fast paced, challenging environment
  • Learn quickly when facing new problems; be a committed and versatile learner who is open to change.


The team comprises a number of system and process experts, that work cross-functionally across all areas of the service supply-chain, using critical metrics to drive improvement. The team is routinely called upon as functional/technical experts on global strategic projects. The manager is responsible for tactical execution and strategic planning, driving operational excellence, leading performance, developing/motivating others and achieving overall objectives in an efficient and cost-effective manner. He/She has a keen eye for details, has a relentless focus on execution and are a valuable, and is a trusted business partner/leader across AppleCare and other cross-functional teams. -Manage a team responsible for a wide range of activities to ensure world class customer service. -Lead team development in critical and creative analytics -Lead team workload and performance, drive improvements and efficiencies -Influences decisions and facilitates change management through collaboration and leadership -Identifies strategic opportunities & objectives and implements solutions to improve operations -Represents Apple with customers and stakeholder organizations

Education & Experience

Bachelor’s degree required

Additional Requirements