Retail Operations Analytics Manager

Summary
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. Join Apple, and help us leave the world better than we found it!

Here on the Apple Store Online team (ASO), 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 a Retail Operations Analytics Manager to help us do extraordinary things.

The Retail Operations Analytics Manager will manage a team of operations analysts focused on operational excellence of Retail Customer Care (RCC). The role will join the WW Business Operations team, with a particular focus on performance management and decisions support for Apple's RCC organization. This position will have a direct role in owning the performance of key operational metrics for RCC. The role requires a thorough understanding of contact center performance metrics and analytics and will drive operational performance improvement at vendor and Apple contact center sites.



Description
Take overall responsibility in ensuring the contact center is fulfilling its goals in customer satisfaction and quality performance globally. With the support of data, this role acts as a consultant to provide insights, observations and recommendations to help improve the business.

Lead a team of analysts to define, measure and track performance, ensuring end-to-end visibility of metrics, and working with all regions to maintain consistency.

Perform quantitative analysis to identify trends, key root causes affecting key performance indicators, translate data into actionable insights and collaborate closely with site lead, Area Managers and Vendor Managers to define and drive both strategic and tactical quality initiatives.

Business Reviews - Participate, initiate and facilitate business reviews as required.

Find opportunities to automate and streamline processes related to data management.

Partner with cross-functional global partners and RCC leadership to provide input into quarterly and annual business planning and capital projects.

Model inclusive leadership behaviors and build, develop and retain diverse teams.

Takes action to ensure a safe, respectful, and inclusive environment for all team members.

Occasional meetings locally within the geo and internationally as required.

Regular meetings with peers in Asia and Europe during overlapping business hours.

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