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Apple AppleCare Vendor Manager United States, Texas, Austin 884152414
27.06.2024
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Description
Below are additional responsibilities in scope for this role:Operational Excellence: Review regional performance metrics and to develop action plans with target goals and timelines to address any gaps.Lead enterprise-wide performance review calls as required by the business.Review, influence and implement process improvement projects on operations issues to and from the vendor.Project Management: Actively identify and drive improvement initiatives and projects with clearly defined goals and deliverables.Work closely with internal groups to understand legal, strategic and financial aspects of vendor relationships.Partner with internal and external resources to achieve goals and expected outcomes.Financial: Ability to review vendor forecasts and capacity planning assumptions for accuracy and trend identification.Review and approve vendor supplemental invoice costs.
Minimum Qualifications
- At least 5 years in extensive contact center experience and/or management of outsourced suppliers, delivering customer facing support either on the client or partner side.
- Ability to interpret complex analysis and business information.
- Project management / business process reengineering experience
- Experience to lead collaborative, cross-functional teams and business process initiatives to achieve an identified goals.
- Experience modeling large amounts of information within a business process framework and applying it to inspire change and improvement.
- Experience leading outsourced relationships across a wide range of hierarchy levels.
- Effective negotiation skills and the ability to inspire change are also critical attributes.
- Strong leadership, business acumen, influence and negotiation skills
- Communicate in a concise, clear and consistent manner and ability to represent their results to senior leaders
Preferred Qualifications
- BA/BS Degree in business or related field or equivalent experience
Additional Requirements
- Travel Required (10-40%)
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.
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