Vendor Manager - Global Vendor Strategy

Summary Posted: Dec 4, 2023 Role Number: 200497942 We are excited to announce an open position in the AppleCare Global Vendor Strategy (GVS) team as a Vendor Manager for the Emergency SOS via Relay program! Our team drives the operational performance of this program in the outsourced footprint, while supporting the strategic direction. We are engaging in defining the scope and requirements of an emerging program, and engaging with assigned site(s) to own daily, weekly, monthly, and quarterly performance, through effective improvement plans and acting as the primary point of contact for Apple on all operational matters. As Vendor Managers, we exhibit personal accountability for performance, and ensure their site(s) are meeting or trending toward targets. While this program is still emerging, we are a team who manages the strategy for multiple outsource contact center sites worldwide! Key Qualifications Key Qualifications Excellent written and verbal communication skills. Proven Vendor management and/or meaningful experience in or outside of Apple, such as operational knowledge, strategic planning skills and dynamic interpersonal skills to navigate at multiple levels of engagement. Highly organized and able to make decisions based on a broad set of variables, quickly and efficiently. Influencing skills, especially with key partners. Ability to work well with business owners to understand business needs and goals. 5+ years of management experience in contact centers. Experience in the management of outsourced suppliers delivering customer-facing support-- either on the client or partner side. Experience with “white glove” services with tight service level targets. Ability to interpret complex analysis, standards documents, legal and regulatory requirements, and business information. Project management / business process reengineering experience. Experience with emergency services or PSAP (Public Safety Answering Point) operations is a bonus. Start-up experience from program inception to sustainment is a plus. Able and willing to travel as the need arises. Description Description You will engage deeply with the supplier as well as all internal partners including AppleCare Operations, Forecasting & Analytics, Workforce Management, Training, and Quality to ensure information flows efficiently between Apple and outsource partners. It is imperative that this VM work closely with various partners to ensure optimal delivery, especially since we are still in development. You will be working to define and refine processes for the program, including interaction handling, procedures and handling critical issues. You will report to the Direction and Planning Manager in GVS, however this role will also work very closely with the AppleCare Readiness team and the Quality teams to align on the worldwide Emergency SOS Relay strategy with current operational needs. Education & Experience Education & Experience Additional Requirements Additional Requirements