AppleCare Support Analytics Manager

Austin, TX 78701
  • Job Code
    200212506
Summary

Summary

Posted: Dec 18, 2020

Weekly Hours: 40

Role Number:200212506

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, an...Summary

Summary

Posted: Dec 18, 2020

Weekly Hours: 40

Role Number:200212506

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.

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.

AppleCare Support Contact Center Analytics is seeking an outstanding leader with a passion for delivering business insight and developing curious problem solvers. The ideal candidate can see business solutions through sophisticated and noisy data sets and has the eye for business to convert insights into strategic opportunities for the contact center.

You will lead a tightly knit and highly influential team of business analysts chartered with providing critical strategic direction to the senior leadership team, identifying systemic opportunities across the Apple ecosystem and delivering insightful self-solve workflows, and intuitive guided solutions across multiple projects, teams and business units.

Key Qualifications

  • 3+ years of management experience leading robust data driven teams.
  • Extraordinarily strong writing, visualization, and interpersonal skills.
  • Ability to communicate complex quantitative analysis in a clear, detailed, and measurable manner to senior executives.
  • Understanding of quantitative analytical concepts and statistical techniques: hypothesis development, crafting tests/experiments, drawing conclusions, and developing measurable recommendations.
  • Comfortable with ambiguity and muddy data, realizing the limitations of small samples; also comfortable working with large volumes of data.
  • Experience with analytics tools, such as Tableau, Teradata SQL, Python and JMP.
  • Experience working with and crafting dashboards and databases used to advise business decisions.
  • Strong Eye For Business.
  • Ability to multitask in an extremely dynamic environment, balancing ad-hoc requests with long term projects and initiatives.
  • Comfortable working cross-functionally, across organizational levels, and managing a team in different geographies.

Description

This role will be tasked with managing an analytics team who is primarily supporting AppleCare contact center delivery teams. This team is routinely analyzing performance data and processes to gain insight to improve contact center operations, and making recommendations to business partners for decision making. As the manager of the team you will be coordinating, overseeing and optimizing the methodologies of the team, and ensuring accurate work that is aligned with business goals.

Through this effort, you will work cross functionally across the AppleCare network to resolve customer journey, demand shaping, and customer experience opportunities through various programs- all with the goal of improving the AppleCare business. Finally, you will communicate results and business impacts of various initiatives throughout the organization.

Education & Experience

MA/MS/MBA/BA/BS in fields related to analytics, such as Economics, Statistics, Operations Research, Business- or equivalent experience.

Additional Requirements

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

AppleCare Support Analytics Manager

Apple, Inc.
Austin, TX 78701

Join us to start saving your Favorite Jobs!

Sign In Create Account