RCC Vendor Manager

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 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.

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 vendor partners 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

• 7 years experience managing vendors or procurement required
• 5 years of contact center experience
• Experience communicating complex issues and influencing others internally and externally
• Experience acting as a liaison between partners such as the business, cross-functional partners and outsource partners

Key Qualifications

Preferred Qualifications

• 10 years experience managing vendors or procurement required
• Ability to think strategically and creatively while applying sound business judgment and quantitative analytics
• Analyze business operations data including all contact center operational metrics and customer satisfaction surveys to identify practical trends
• Comfortable with ambiguity and a rapidly evolving business environment
• COPC certification

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.