The people here at Apple don’t just craft 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. Join Apple and help us leave the world better than we found it! As a part of the AppleCare Support organization, your rich analytics skillset and tech stack will drive outstanding customer support experiences while also identifying cost-saving measures and organizational improvements. To be successful in this role, you must possess strong analytical skills and be able to efficiently communicate your insight to the highest levels of the company. Strong public speaking/presentation skills, and command presence is a must. You will be influencing very senior leaders to take action on the basis of your work!This role will focus on a support channel of the future - our chat business. The data in this space is incredibly technical and interesting, and making chat support a seamless customer experience, and an efficient one, is a critical part of our way forward. The successful candidate will drive operational efficiency through comprehensive data analysis and reporting, transforming raw data into actionable insights, collaborating across functions, and contributing to strategic decision-making.

Description

Apple Support Analytics is looking for an intensely curious, analytically-oriented professional to join us in a senior business analytics role focused on improving the operations of a massive global contact center support business. Ideal candidates will have a passion for conducting research, answering high impact business questions with data, and presenting their findings and recommendations to key decision-makers across the region and globally. Successful candidates will unearth improvement opportunities that improve contact centre efficiency, quality, or productivity and provide recommendations for actions that drive cost-savings and other meaningful business improvements.We support, collaborate and communicate with senior leadership teams and have a demonstrated ability to build strong working relationships through active listening, delivering promised results, and establishing trust. We collaborate with many cross-functional teams including HR, Finance, and Training, among others. We’ll expect you to question and challenge legacy processes — all with the goal of improving our AppleCare business.

Minimum Qualifications

  • BA/BS in mathematics, economics, finance, business, statistics, engineering, or operations research or similar field of study
  • 3+ years of data analytics experience, with proven ability with SQL, Tableau, and Excel.
  • Demonstrated experience with quantitative and financial analysis, with the skills for synthesizing complex data into key insights and communicating those insights in an actionable manner to senior leaders, able to challenge ideas in respectful manner while maintaining good relationships
  • A good eye for business is as relevant as Big Data skills as we are looking for the ability to see beyond the data to translate information into actionable business insight.
  • Strong business insight and consumer focus with demonstrated ability to think strategically and act tactically, with a strong sense of urgency to resolve issues.
  • Exceptional capacity for writing and conversing with an executive audience.
  • Ability to multitask in an extremely dynamic environment, regularly balancing ad-hoc requests with long-term projects and initiatives.
  • Comfortable working multi-functionally and across organizational levels in different geographies.

Key Qualifications

Preferred Qualifications

  • Masters in mathematics, economics, finance, business, statistics, engineering, or operations research or similar field of study
  • 5+ years of data and business analytics experience.
  • Proven technical expertise in Python, R, and other data science tools.
  • Lean Six Sigma expertise.
  • Industry knowledge of chat technologies and practices.
  • Experience and familiarity with Apple's products.

Education & Experience

Additional Requirements

  • Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure 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.