Senior Manager, Retail Contact Center Analytics

Senior Manager, Retail Contact Center Analytics

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 inspires 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 foster 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 magical, 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. In this role, you will be a part of the Retail Customer Care Business Operations team leading performance management and decision support to deliver efficient operations and high-quality customer care. Using data and quantitative techniques, you'll provide insights and recommendations to drive operational performance improvement at vendor and Apple contact center sites. The successful candidate will identify business problems, translate those into analytical questions, and perform rigorous descriptive / predictive analysis of contact center operational metrics to inform on operational processes and program effectiveness.

Responsibilities

Lead weekly and quarterly business reviews with partners and drive operational improvements by monitoring primary critical metric performance across demand, staffing, and quality. Perform quantitative analysis to identify trends, correlations, and root causes affecting key performance indicators from achieving established goals. Based on data insights, collaborate closely with site lead, area managers, and vendor managers to adjust strategies and actions.

Apply statistical techniques on large disparate data sources to develop automated quantitative models that will forecast quarterly important metric targets for operational teams. Collaborate with business leaders to incorporate upcoming program change impact into the model to generate critical metric targets that align with strategic business goals, driving motivation and productivity within operational teams.

Conduct ad-hoc analyses using both structured and unstructured data and implement A / B tests to evaluate return on investment and customer experience impact of staffing strategies, support business case creation, and evaluate effectiveness of new programs.

Design data models for automated reports and develop dashboards using industry standard visualization tools such as Tableau to track key trends of metrics and generate insights on demand, staffing, and quality performance.

Define key performance indicators for Retail Customer Care operations ensuring end-to-end visibility of metrics and driving consistency across regions. Operate as a key data strategist to identify and integrate new datasets generated from new processes, and work closely with cross-functional teams to design and implement data pipelines.

Present insights and recommendations to senior leadership, translating complex data into clear narratives.

As needed meet internal and cross-functional teams across various regions during overlapping business hours to drive positive collaboration for both strategic and tactical initiatives including capital projects and automated data management solutions that will improve team efficiency and productivity.

Lead and manage a team of technical professionals and be overall responsible in ensuring the contact center is fulfilling its goals in customer satisfaction and quality performance globally.

Minimum Qualifications

10+ years of professional experience in operations, analytics, management consulting, corporate strategy, or equivalent. Contact Center experience preferred.

7+ years senior managerial people leadership experience building and leading large globally distributed teams.

5+ years of proven data analytics experience including strong knowledge across these tools and languages : Excel, Tableau, SQL, and Python for data collection, storage, cleaning, preparation, analysis, and visualization.

Experience in data science models and statistical analysis techniques such as text analytics, hypothesis testing, sentiment analysis, regression, etc.

Effective presentation and communication skills, including ability to explain complex data and charts in a concise manner and influence and engage with senior leadership.

Bachelor's degree in engineering, mathematics, finance, statistics, analytics, or other quantitative area, master's degree a plus.

Preferred Qualifications

Familiarity with AWS and Snowflake preferred.

Proven problem-solving, partner management, and cross-functional project work experience.

Ability to stay positive in high-stress situations and balance multiple tasks in a dynamic environment.

Comfortable to work independently with strong work ethic and attention to detail.

Curious and self-motivated individual who is highly interested in developing new skills and learning new technologies.

Pay & Benefits

At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $214,000 and $356,600, and your base pay will depend on your skills, qualifications, experience, and location. Apple employees also have the opportunity to become an Apple shareholder through participation in Apple's discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple's Employee Stock Purchase Plan. You'll also receive benefits including : comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation.

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.