About Apple
We don't just create products – we build the kind of wonder that's revolutionised entire industries. The diversity of our people and their ideas inspires innovation in everything we do, from amazing technology to industry-leading environmental efforts.
Our Mission
Inclusion is a shared responsibility at Apple, and we work together to foster a culture where everyone belongs and does their best work.
About This Role
We're looking for someone to help us deliver a magical digital experience on the Apple Store Online team. Our goal is to make every customer feel like they're our only customer, setting the bar for the experience they receive.
Job Description
This role will be part of the Global Business Operations team, focusing on EMEIA Retail Contact Centre performance and decision support. You'll own the performance of key operational metrics for RCC, driving operational performance improvement at vendor and Apple contact centre sites.
Main Responsibilities:
* Work as an individual contributor with full ownership of ensuring the contact centre meets its performance metrics goals.
* Provide insights, observations, and recommendations to improve the business in the service domain.
* Perform quantitative analysis to identify trends and key root causes affecting key performance indicators.
* Lead and run business reviews, collaborating with site lead, Area Managers, and Vendor Managers.
* Define, measure, and track performance, ensuring end-to-end visibility of metrics.
* Develop effective reporting dashboards for business analysis.
* Engage stakeholders to define and achieve metric goals.
* Drive positive collaboration with cross-functional teams and peers.
Requirements:
* Extensive experience in operations, analytics, management consulting, or corporate strategy.
* Proven data analytics experience with strong knowledge of Excel, Tableau, SQL, and Python.
* Effective presentation and communication skills, including explaining complex data to large audiences.
* Proven problem-solving and project work experience.
Preferred Qualifications:
* Expertise in advanced analytical techniques and statistical analysis.
* Strong work ethic and attention to detail, with ability to balance multiple projects and meet timelines.
* Ability to stay positive in high-stress situations and multitask in a dynamic environment.
* Experience developing relationships with senior collaborators.