Business Process Analyst, AppleCare BPR

Summary

Posted: Oct 2, 2024

Role Number:200558243

Imagine what you could do here. At Apple, new ideas 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 you could accomplish. The people here at Apple don’t just create products — they create 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. Join Apple, and help us leave the world better than we found it! In AppleCare BPR (Business Process Re-engineering) we view inclusion and diversity as critical for innovation. Our Business Process Analysts are technically savvy, strategic thinkers who cultivate an extensive understanding of the AppleCare organization as we research, analyze, optimize, and document processes end to end. We get curious about process fissures, pain points, overloads, diversions, technology gaps, and breakdowns, and then we dream up solutions to make life better for AppleCare customers and workers. “Simplify and scale” is our credo.

Description

As a BPR Business Process Analyst you will strategize with leaders and cross-functional subject matter experts to find opportunities for process improvement. You will be the main driver of process transformations, analyzing process issues and technical gaps, envisioning solutions, building consensus, and preparing business teams to implement and adopt new processes and tools. Your work will include both standalone process optimization and to-be processes associated with changes to AppleCare systems. Uncover, analyze, and prioritize process- and technology-related opportunities for improvement Map current and future processes based on interviews with subject matter experts and partners Recommend solutions for improvement Broker consensus among stakeholders to adopt proposed changes Mobilize and lead process improvement projects (teams/stakeholders, schedules, milestones, deliverables, change impacts) Define and measure success for process improvements

Minimum Qualifications

• Bachelor’s degree, or 3 years work experience leading successful projects to improve complex, cross-functional processes
• Proficiency using process improvement methodologies, techniques, and tools
• Experience evaluating and improving effectiveness of technical systems and tools that are (or could be) used in a process

Preferred Qualifications

• Service, warranty contract, and/or supply chain experience
• Six Sigma Green Belt certification, or equivalent
• Project management and/or change management experience
• Clear and concise communication, written and spoken
• Interview skills: preparing questions, listening, note-taking, following up on key responses, digging deeper, extracting meaning
• Able to cut through chaos and navigate ambiguity to clarify objectives and execution plans
• Willingness to “Think Different” and generate creative solutions