Summary Posted: May 23, 2024 Role Number: 200549437 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.
The Repair Operations Center team is looking for an experienced, passionate, self-motivated, and hard-working Analyst, to be part of a diverse, fast-paced and high-impact team! We monitor the repair life-cycle from end to end proactively identify issues that impact the repair process. We focus on early-warning detection, performing analytics to pin-point root-cause & impacts, working cross-functionally to drive solutions with partners to reduce any negative impacts and enable a seamless customer experience. Our vast knowledge of AppleCare products, repair strategies, business processes, systems, and tools, enables us to support multiple channels & lines of business. This is a highly visible role, interacting with business partners, IS&T teams, and Sr. Leadership. You must have a solid business acumen, be naturally curious with the ability to see around corners, possess excellent analytical skills, be able to effectively communicate and collaborate at all levels, have a passion for innovation, and have a successful track record of driving solutions. Description Description Achieve and maintain a comprehensive understanding of AppleCare business, transactional processes, repair strategies, supply chain models, procedures, and systems
Proactively identify gaps & errors in system functionality and processes by monitoring aging repairs, repair turn around time, transactional integrity trends, and emerging issues
Perform analysis, identify root-cause & top drivers, work with partner teams to drive solutions, and improve the customer experience
Recognize and act on opportunities for automation, integration, and standardization of regional/global processes
Make sound decisions based on a mixture of analysis, experience, and judgment
Provide data as required by management for periodic status reporting and communicate findings to partners and Sr. Leadership
Field and resolve partner escalations, as well as execution of some administrative tasks
Work cross-functionally with other departments to ensure business needs are addressed
Participate in and drive projects as needed
Successfully meet or exceed all team metrics/standards, understand and contribute to the achievement of organizational goals Minimum Qualifications Minimum Qualifications Key Qualifications Key Qualifications Critical thinker with a keen attention to detail Excellent analytical skills and experience with business/data analysis Ability to translate ambiguous information into analytical insights with proven track record of successfully driving data based solutions to implementation Creative problem solving skills and the ability to navigate competing priorities Extensive experience with SAP and good with Excel (experience with Tableau is plus) High degree of professionalism and ability to maintain a positive attitude in a dynamic and fast-paced environment Ability to build relationships across many channels and functions to drive success Able to quickly gain credibility and marshal resources in a global organization, including influencing decisions, and facilitating change management through collaboration and leadership Excellent written and verbal communication skills Previous experience with AppleCare repair strategies, supply chain models, processes, systems, and tools a plus Willingness to work at a very high level of detail, while still being able to abstract ideas for communication to multi-functional teams and Senior Management High degree of professionalism, great work ethic, team player, proactive, and has the drive to go beyond what is expected Adaptable and flexible to changing technologies, processes, and environments Great teamwork skills and a positive attitude Self-motivated with exceptional time management skills and ability to work with minimal direction Committed to identifying and presenting new innovative ideas to improve processes, tools, and performance Preferred Qualifications Preferred Qualifications Education & Experience Education & Experience Bachelor’s degree or equivalent work experience
MBA or Master’s a plus
Additional Requirements Additional Requirements More 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.
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