WW Business Operations Analyst, Retail Customer Care

Summary

Posted: Dec 14, 2024

Role Number:200583339

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 Global Business Operations team, with a particular focus on Retail Contact Center performance and decision support. 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

Work as Individual contributor with full ownership of ensuring contact centre is fulfilling its performance metrics related goals. With the support of data, this role acts as a consultant to provide insights, observations and recommendations to help improve the business – 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 connect the dots between data and business – Lead and run business reviews in collaboration with stakeholders and drive discussion on performance – Define, measure and track performance, ensuring end-to-end visibility of metrics, and driving consistency across regions – Develop effective reporting dashboards for business to analyze the key trends of metrics and generate insights – Engage with stakeholders to define and achieve metric goals – Drive positive collaboration with cross-functional teams and your peers to support both strategic and tactical initiatives including capital projects and data management automation – Engage in impactful work and demonstrate storytelling to effectively communicate the work to leadership – Regular meetings with peers and cross-functional teams in Americas, Europe and Asia during overlapping business hours

Minimum Qualifications

• 7+ years of professional experience in operations, analytics, management consulting, corporate strategy, or equivalent experience
• 4+ years of proven data analytics experience including strong knowledge across these tools and languages: Excel, Tableau, SQL, and Python

Preferred Qualifications

• Bachelor’s degree in engineering, mathematics, finance, statistics, economics or other quantitative area, Master Degree a plus
• Expertise in advanced analytical techniques and statistical analysis. An affinity to “talking with numbers”; inherent ability to quantify and support conclusions with data.
• Strong work ethic and attention to detail. Ability to balance multiple projects and meet timelines.
• Ability to stay positive in high stress situations and multitask in a dynamic environment.
• Proven problem-solving and cross-functional project work experience
• Contact Center experience is preferred

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 $133,900 and $201,300, 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. Learn more about Apple Benefits.
  
  Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.