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Apple Senior Manager Retail Contact Center Analytics United States, West Virginia 372445628
09.09.2025
A successful candidate will use their contact center experience, quantitative and technical background, business acumen, and communication skills to influence and build relationship with wide range of cross-functional partners. This is a dynamic environment that requires seasoned leader to make strategic and global decisions that effectively balance multiple competing priorities.
- Lead weekly and quarterly business reviews with partners and drive operational improvements by monitoring primary critical metric performance across demand, staffing and quality. Perform quantitative analysis to identify trends, correlations, and root causes affecting key performance indicators from achieving established goals. Based on data insights collaborate closely with site lead, area managers and vendor managers to adjust strategies and actions.
- Apply statistical techniques on large disparate data sources to develop automated quantitative models that will forecast quarterly important metric targets for operational teams. Collaborate with business leaders to incorporate upcoming program change impact into the model to generate critical metric targets that align with strategic business goals, driving motivation and productivity within operational teams.
- Conduct ad-hoc analyses using both structured and unstructured data and implement A/B tests to evaluate return on investment and customer experience impact of staffing strategies, support business case creation and evaluate effectiveness of new programs.
- Design data models for automated reports and develop dashboards using industry standard visualization tools such as Tableau to track key trends of metrics and generate insights on demand, staffing and quality performance.
- Define key performance indicators for Retail Customer Care operations ensuring end-to-end visibility of metrics and driving consistency across regions. Operate as a key data strategist to identify and integrate new datasets generated from new processes, and work closely with cross-functional teams to design and implement data pipelines.
- Present insights and recommendations to senior leadership, translating complex data into clear narratives.
- As needed meet internal and cross-functional teams across various regions during overlapping business hours to drive positive collaboration for both strategic and tactical initiatives including capital projects and automated data management solutions that will improve team efficiency and productivity.
- Lead and manage a team of technical professionals and be overall responsible in ensuring the contact center is fulfilling its goals in customer satisfaction and quality performance globally.
- 10+ years of professional experience in operations, analytics, management consulting, corporate strategy, or equivalent. Contact Center experience preferred.
- 7+ years senior managerial people leadership experience building and leading large globally distributed teams.
- 5+ years of proven data analytics experience including strong knowledge across these tools and languages: Excel, Tableau, SQL, and Python for data collection, storage, cleaning, preparation, analysis, and visualization.
- Experience in data science models and statistical analysis techniques such as text analytics, hypothesis testing, sentiment analysis, regression etc.
- Effective presentation and communication skills, including ability to explain complex data and charts in a concise manner and influence and engage with senior leadership.
- Bachelor’s degree in engineering, mathematics, finance, statistics, analytics, or other quantitative area, master’s degree a plus.
- Familiarity with AWS and Snowflake preferred.
- Proven problem-solving, partner management and cross-functional project work experience.
- Ability to stay positive in high stress situations and balance multiple tasks in a dynamic environment.
- Comfortable to work independently with strong work ethic and attention to detail.
- Curious and self-motivated individual who is highly interested to develop new skills and learn new technologies.
Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.
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