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 an RCC Vendor Manager to help us do extraordinary things. As a Retail Customer Care Vendor Manager, you will be responsible for leading all aspects of the partner relationship. You must be a great team player, an excellent communicator, and business savvy. Our team partners with internal teams, forecasting, planning, workforce management, training, and quality to ensure information flows efficiently between Apple and our partners.
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Description
In this role, you will build and lead business relationships with our vendor partners to implement support solutions for our customers. The success of our partner performance against defined metrics across multiple sites will be in your scope. Maintain a collaborative dialogue with the business, partner operations and vendor manager peers to review the efficiency of the partner relationship. Develop and maintain a partnership with both external and internal partners to identify and implement initiatives to improve efficiency and quality. Responsibilities Include: - Act as a liaison between the business and outsource partners - Build and manage partner programs to accelerate business, drive consistency and achieve operational efficiencies - Drive a culture of accountability by ensuring our vendors meet or exceed agreed upon key performance indicators and service levels - Ability to lead across functions and present to levels of leadership - Contributes to an inclusive environment through respecting each others' differences and having the curiosity to learn - Demonstrates Apple's values of inclusion and diversity in daily activities
Minimum Qualifications
- 5+ years managing strategic initiatives or programs with varying cross functional partners, stitching together teams to implement business strategy, preferably in a contact center or retail environment
- Strong focus on problem solving and has the ability to identify and implement scalable solutions
- Proactive team-player with a sense of ownership and accountability
- Experience working cross-functionally across multiple levels within the organization
- Experience aggregating diverse information sources to diagnosis root causes of issues, delivering clear and compelling presentations to senior leadership
Preferred Qualifications
- Demonstrate success in influencing strategy and direction through data driven insights
- Exhibit ability to make the right decisions based on deep analysis, experience, and discernment
- 10 years of experience leading teams in contact center, vendor or procurement
- BS/BA degree or equivalent experience
- COPC certification
Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant .
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