Regional Manager, Apple Support Analytics
AppleCare Support Analytics is looking for an intensely curious, exceptional analytics leader with a passion for influencing senior leadership decision-making to improve business performance. Ideal candidates will possess a blend of leadership, communication and executive presence, and technical/quantitative skills, along with deep domain knowledge of the AppleCare Assisted Support business.
This individual will lead a team of business analysts focused on optimizing our labor force and enhancing the customer experience for several key segments of the AppleCare Support business.
As a business intelligence manager, you will manage a team of business analysts that provide business intelligence support for various segments of the AppleCare Support business. This individual will lead initiatives to analyze data for complex problems and utilize their expertise to partner collaboratively with stakeholders and ultimately produce recommendations that lead to successful outcomes.
This individual will lead a tightly knit and highly influential team of business analysts and chartered with providing critical strategic recommendations to the senior leadership team, identifying systemic opportunities across the Apple ecosystem and delivering high impact insights that improve the customer experience, reduce support spend, and improve Advisor performance and experience.
In leading this team, the manager is responsible for:
・Coaching and developing their analysts across technical, quantitative, leadership, engagement, presentation, and communication skills
・Ensuring team members are focusing on the most impactful, highest priority work
・Providing technical assistance to their team (including programming, coding, or visualizing in SQL, Python, R)
In addition to leading the aforementioned team, the manager will be the key point of contact for leaders of specific segments of the business, and their direct reports, for all analytics and reporting questions and support.
This individual will be responsible for developing and enhancing relationships with these leaders and leveraging a consultancy approach to helping them improve business performance.
Further, the manager will perform analysis and research across a wide range of business domain areas which will have the effect of improving business performance, maintaining strong business acumen in support of being a key consultant for regional leadership, and enable the manager to provide exceptional coaching to their analysts across these areas.
Work collaboratively across the Apple Support network to resolve customer journey, demand shaping, customer experience, and cost reduction opportunities across various programs.
Liaise with colleagues across the reporting, analytics, and data organization to solve problems and meet business needs for business customers and analytics team members.
- Extensive experience with and passion for interfacing and influencing senior leaders to action.
- Proficiency in analytical techniques and statistical analysis.
- Highly skilled in use of analytics tools, such as Tableau, SQL, Python and R.
- 3+ years of management experience leading and developing technical teams with robust domain knowledge.
- Exceptional skills in writing, visualization and interpersonal skills with ability to communicate complex quantitative analysis in a clear, detailed, and impactful manner to senior executives and leaders at multiple layers of the organization.
- Ability to cultivate and maintain relationships with senior leaders and cross-functional teams.
- High level of professionalism, energy and sense of urgency to “make things happen”.
- Bachelorʼs degree in field related to Analytics, such as Operations Research, Statistics
- Expertise in the nuances of the AppleCare Support business.
- Master degree in field related to Analytics, such as Operations Research, Statistics, Econometrics (preferred).