Summary Posted: Jul 29, 2024 Weekly Hours: 40 Role Number: 200560673 Home Office: Yes Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish.
Apple Support Analytics is looking for an intensely curious, outstanding senior analytics leader who wants to craft the future of how we support Apple customers! Ideal candidates will possess a unique blend of leadership, communication and executive presence, and technical/quantitative skills, along with deep domain knowledge of the Apple Assisted Support business including nuanced insight into the uniqueness of each region. This will be coupled with a passion for influencing senior leadership decision-making to improve business performance.
Description Description This manager will lead a tightly knit and highly influential team of business analysts across all regions (AMR, EMEA and JAPAC) chartered with providing critical strategic direction to the senior leadership team, identifying systemic opportunities across the Apple ecosystem and delivering high impact insights that improve the customer experience, reduce support spend, and improve Advisor performance and experience.
The manager will use their deep knowledge of Apple Support to function as both a thought partner and consultant for senior leaders across:
JAPAC and EMEA support delivery.
Global staffing, WFM, and GVS teams.
Global chat delivery teams.
Global Latitude and Team Health internal support delivery teams
Act as the key point of contact for these teams across all analytics and reporting questions and support.
The successful candidate will empower success in their global organization by providing coaching and developing their analysts across technical, quantitative, leadership, engagement, presentation, and communication skills. Ensuring team members are focusing on the most impactful, the highest priority work. Providing technical assistance to their team (including programming, coding, or visualizing in SQL, Python, R).
In addition to management and consulting functions, the manager will perform analysis and research across a wide range of business domain areas which will have the effect of improving business performance, maintaining strong business acumen in support of being a key consultant for regional leadership, and enable the manager to provide outstanding coaching to their analysts across these areas.
Minimum Qualifications Minimum Qualifications Extensive experience (at least five years) and a passion for interfacing and influencing senior leaders to action. Expertise in the regional nuances of the Assisted Support business around the world. Proficiency in analytical techniques and statistical analysis. Highly skilled in use of analytics tools, such as Tableau, SQL, Python and R. 5+ years of management experience leading and developing technical teams with robust domain knowledge. Exceptional skills in writing, visualization and interpersonal skills with ability to communicate complex quantitative analysis in a clear, detailed, and impactful manner to senior executives and leaders at multiple layers of the organization. Ability to cultivate and manage relationships with senior leaders and cross-functional teams. High level of integrity, energy and sense of urgency to “make things happen”. Key Qualifications Key Qualifications Preferred Qualifications Preferred Qualifications Master or Bachelorʼs degree in field related to Analytics, such as Operations Research, Statistics, Econometrics. Education & Experience Education & Experience 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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