Business Process Management Specialist, China Apple Store Online
Imagine what you could do here! The people here at Apple don’t just create products — they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At Apple, inclusion is a shared responsibility, and we work together to develop a culture where everyone belongs and is inspired to do their best work.
Here on the Apple Store Online team, we are responsible for Apple’s largest store. Our main goal is to deliver a magnificent, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things.
Apple is looking for a hard-working and self-motivated individual to join our team. You will be responsible for detailing existing processes visually, conducting gap analyses, proposing process optimizations, and developing to-be-processes for various sized regional and global projects, The ideal candidate possesses the ability to clarify ambiguity and brings a wealth of process design experience and should also have a solid understanding of system and tool functionality.
In this position, you will have the opportunity to join an amazing and agile team responsible for supporting our extraordinary Apple Store Online teams. You will partner closely and collaborate on various process-impacting initiatives with teams such as Retail Customer Care (RCC), BPR project Managers, RCC Specialist Platforms, Optimization and RCC business teams to implement streamlined processes that lead to specialist efficiencies, and ensure other Quality Engagement teams have a clear understanding of changes and process documentation for change management activities.
Responsibilities:
- Conduct Process Impact Analysis, analyze, plan and drive to-be processes along with keeping processes up to date with changes as a part of the overall project
- Build global processes; drive existing process to move from a regional model to a WW model
- Present process proposals, designs and diagrams with various business teams, partners and leaders
- Collaborate with business partners and regional counterparts for inputs into business & process requirement documents
- Act as a liaison between the business and technology groups to ensure business project needs are adequately met with technology that support the appropriate process solutions
- Identify root cause problems and help business to identify ways to measure performance against process requirements
- Responsible for ensuring process Knowledge Transfer to Content Developers, Learning/Training, SQM (Systems Quality Management
- 3+ years in process improvement, defining business requirements, design and documentation in eCommerce and/or contact center environments
- Excellent verbal, written, and interpersonal communication skills with the ability to tailor messages to a specific audience
- Experience working with cross-functional business partners
- 6+ years in process improvement, defining business requirements, design and documentation in eCommerce and/or contact center environments
- Enjoys digging deeper into identify root cause problems and helping the business identify risks, gaps and ways to measure performance against process requirements
- Detail obsessed, highly organized individual, able to keep accurate documentation at all times
- Capacity to influence decisions, step up to address difficult issues, and facilitate change management through collaboration and leadership
- Must be self motivated and able to thrive and maintain a positive attitude in an ambiguous and fast paced work environment
- Business analyst mindset with ability to use data and analyst to support process flows and to influence others
- Good understanding of project management methodologies and 1-2 years experience leading process redesign for small to large scale projects a plus