Applecare Partner Operations Manager

Summary

Imagine what you could do here! At Apple, new insights 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 can be accomplished!

The people here at Apple don’t just craft 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. Join Apple, and help us leave the world better than we found it.

This position is responsible for performance of AppleCare’s outsource vendor contact center partners in the AMR region.

The Partner Operations Manager’s role is to develop and lead initiatives to improve operational performance aligned to the customer or experience and manage a team of experienced Vendor Managers.

Vendor Managers engage with their partners to review daily, weekly, monthly and quarterly performance, drive improvement plans and act as the primary point of contact for Apple. VMs also collaborate closely regularly with internal groups, including Apple internal contact center management, forecasting and planning, workforce management, training, quality and the global vendor strategy team, to ensure that information flows efficiently between Apple and OSVs.

Key components of the POM role are: development and support of the vendor managers; ensuring high levels of team collaboration and performance in addition to driving supplier performance and contractual adherence in line with AppleCare’s outsourcing strategy.

Activities include handling individual 1:1s, leading team meetings and support initiatives with VMs; maintaining coordinated OSV relationships at operational level, leading workflow efficiencies, assessing vendor performance and metrics, and driving their team to execute on performance improvement as required.

As a senior member of the AMR leadership team, this person will also work closely with internal groups and project teams to identify and lead performance improvement initiatives as well as execute regional strategic and tactical plans in support of Apple’s customers. The ability to work independently or as part of a team to leverage data and business intelligence to proactively seek out improvement opportunities, identify actions, set goals and track to completion is essential to success in this role.

Key Qualifications

Previous Senior Area Management or Partner Operations Management experience
Minimum 7 years of shown work experience in large-scale contact center environment including technical support and / or customer service management across phone, chat and email channels. To include minimum of 2 years direct people-management experience
Proven experience with US domestic, offshore and work from home contact center operations
Solid understanding of OSV contracts and negotiation principles
Good understanding of cost and financial accounting principles
Ability to interpret sophisticated business information and perform data analysis to drive measurable results
COPC Registered Coordination Certification preferred

Description

Below are additional responsibilities in scope for this role:

Leadership
Support VM skill and performance development via structured mentoring and coaching processes, 1:1, team meetings, and performance reviews

Develop and coach VMs on driving performance at assigned OSVs

Regularly seek out opportunities to enhance OSV / VM performance in support of Apple’s customers and business objectives

Collaborate with regional POMs to support ongoing improvement of team processes, team morale and inclusion and diversity initiatives

Operational
Review daily, weekly, monthly and quarterly performance metrics and trending to ensure alignment with contractual and business expectations. If performance metrics are out of spec, the POM will work with VM/s and OSVs to understand root cause and develop action plans to address

Participate in weekly, monthly, quarterly and annual business reviews comprised of Apple and OSV teams

Review and analyze operational data to identify trends and build measurable action plans

Participate in capacity planning process to ensure outsource partners are staffed to plan and handling their business in line with stated assumptions

Build positive relationships with Apple internal support groups and provide feedback as appropriate on processes and procedures impacting customers or OSVs

Work closely with Apple internal contact center teams to facilitate knowledge share and standard methodology exchange

Address any business operations issues that affect the outsource partner’s ability to meet contractual and / or business expectations (ie telecom and data issues, call routing, procedures, reporting, forecast)

Review and implement business critical issues to and from OSVs in compliance with Apple policy

Financial
Review OSV forecasts. Work with VMs and suppliers on staffing discrepancies

Work with VMs and Finance team to resolve any invoice discrepancies

Review and approve change management requests and OSV invoices

Track and approve team travel and expenses for budgetary purposes

Continually seek and implement opportunities to improve efficiencies or quality

Education & Experience

Bachelors degree or equivalent experience, preferred

Role Number: 200483892