Vendor Alliance Manager (VAM)
At Apple, we foster an environment that combines hard work, a fun atmosphere, creativity, and innovation to deliver exceptional customer experiences.
This starts with you. As part of the AppleCare Global Vendor Strategy (GVS) team, you will play a pivotal role in supporting our EMEIA Region by overseeing capacity planning and strategic relationship management of our outsourced supplier network.
Main Responsibilities
* Collaborate with stakeholders to develop regional supplier portfolio strategies that align with AppleCare Support objectives across short, medium, and long-term horizons.
* SOURCE NEW CONTACT CENTERS AND EXPAND CAPACITY WITH EXISTING AND NEW SUPPLIERS AS DEMAND SIGNALS WARRANT.
* Conduct on-site assessments and work closely with Corporate Procurement during supplier negotiations.
* Drive strategic decisions regarding headcount allocation, program additions or decommissions within the region.
Key Interactions
* Engage in strategic discussions with supplier executives, collecting and communicating updates, and participate in Apple internal initiatives related to suppliers both regionally and globally.
* Serve as the key point of contact for the Partner Operations Management team on strategic direction and non-operational issues, including governance, compliance, escalations, conflicts, commercial agreements, and risk assessment.
* Act as an escalation channel for our internal business teams and supplier executives to address engagement issues.
Requirements
* Minimum 5+ years of comprehensive contact centre Supplier management experience or client services/account management experience with a contact centre service provider.
* Exceptional oral & written communication skills, with the ability to navigate at multiple levels of engagement, including senior-level audiences.
* Effective analytical and structured problem-solving skills, with excellent communication and collaboration skills exhibited in complex operational settings.
* Ability to distill complex challenges into a cogent strategy, presenting it using content and talking points suitable for diverse audiences.
* Highly organized, with the ability to make decisions based on a broad set of variables, quickly and efficiently.
* Able to travel approximately 1 time per quarter, sometimes more.