RCC Vendor Manager

Summary Posted: Aug 30, 2023 Weekly Hours: 40 Role Number: 200498995 At Apple, we believe that hard work, a fun environment, creativity and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage and inspire – and that by focusing on the smallest of details, we can make big impacts with our customers. Building this environment starts with you! Inclusion is a shared responsibility and we hold ourselves and one another accountable for fostering a culture where everyone feels seen, heard and inspired to do their best work. As a Retail Customer Care Vendor Manager, you will have responsibility for leading all aspects of the partner relationship. You must be a great team player, an excellent communicator, and a business savvy individual. This team partners with internal teams, forecasting, planning, workforce management, training, and quality to ensure information flows efficiently between Apple and our partners. Key Qualifications Key Qualifications 10 years experience managing vendors or procurement required Extensive contact center experience of five years or more Build and manage Partner programs to accelerate business, drive consistency and achieve operational efficiencies Demonstrated ability to think strategically and creatively while applying sound business judgment and quantitative analytics Drive a culture of accountability by ensuring our vendor partners meet or exceed agreed upon key performance indicators and service levels Excellent oral and written skills with the ability to communicate complex issues and influence others internally and externally Ability to manage across functions and present to levels of leadership Comfortable with ambiguity and a rapidly evolving business environment Role models inclusive leadership behaviors and embraces their responsibility to build, develop and retain diverse teams Makes space to listen, learn, and amplify diverse perspectives and experiences Confronts barriers to greater inclusion with tenacity, care, and commitment COPC certification preferred Description Description 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. You will communicate and gain agreement on mutual objectives and goals. 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. Below are additional responsibilities required for a Vendor Manager: • Effective negotiator skilled at resource balancing and conflict management • Must be able to act as a liaison between the business and our outsource partners • Review daily performance metrics to ensure they are meeting Apple business goals and objectives • Actively address any business operation issues that affect the vendor’s ability to meet Apple SLAs and recommend operational practices • Perform a Weekly Performance Review (WPR) meeting comprised of the Apple and partner teams to review vendor performance (KPI’s data, service levels, TMS, quality metrics and training activities) • Conduct weekly quality calibration meetings with partners and internal Quality team • Analyze business operations data including all contact center operational metrics and customer satisfaction surveys to identify practical trends • Contribute to identification and resolution of root cause(s) of operational issues by using a structured process improvement methodology • Manage multiple deliverables across a business function in line with RCC goals Education & Experience Education & Experience BA/BS Degree in business or related field preferred. Additional Requirements Additional Requirements