Apple posted a job you might be interested in April 28, 2015 at 07:48AM

Apple

AppleCare Vendor Manager
Austin, Texas Area, US - Consumer Electronics
AppleCare’s Vendor Management team has overall responsibility for the operational performance of outsource contact center partners in the AMR region.

Individual VMs engage with their assigned sites to review daily, weekly, monthly and quarterly performance, drive improvement plans and act as the primary point of contact for Apple on all operational matters.

They also liaise regularly with internal groups, including AppleCare internal contact center management and operations team, forecasting and planning, workforce management, training, quality and the global vendor strategy team to ensure that information flows smoothly between Apple and outsource partners.

The successful candidate will join a team of experienced VMs who manage multiple outsource contact center sites supporting US, Canadian and Latin American customers. They must be a strong team player, a great communicator, and a business savvy individual with a proven track record managing successful contact center operations and outsource relationships.

This is a key role in a fast-paced team. Applicants must be organized and proactive, with strong analytical and coordination skills, capable of prioritizing and managing multiple activities simultaneously with varying levels of complexity and business impact. Effective negotiation skills, resource balancing and ability to influence change are also critical attributes.

The ideal candidate will have extensive managerial experience working in a fast-paced contact center environment. Past experience in managing outsourcing partner relationships at a range of hierarchy levels is also a requirement.

Key Qualifications

• Minimum 5-10 years of demonstrated work experience in a contact center environment including technical support management and customer service management with phone, email and chat solutions in a large inbound contact center.
• Proven experience knowledge of vendor management, contracts and negotiation principles.
• Strong understanding of cost and financial accounting principles.
• Ability to interpret complex analysis, budgeting data and business information.
• Six Sigma process training preferred
• COPC process training preferred
• Travel Required - 30-50%

Description

The AppleCare Vendor Manager's responsibilities include, but are not limited to:

Operational:

••Review daily performance metrics to ensure they are within the specifications of the contract. If the performance metrics are out of spec, the Vendor Manager will follow up with the vendor and internal Quality teams to understand the issues and to develop action plans with target goals and timelines to address the gaps.

•Proactively address any business operations issues that affect the vendor’s ability to meet the requirements of the contract. (i.e. Telecom and data issues, call routing, operational procedures, reporting and forecast).
•Perform weekly, monthly and quarterly review meetings comprised of the Apple and vendor teams.
•Work closely with the internal sites to ensure that appropriate internal activities are also conducted at vendor locations (i.e. ongoing roundtables, training, inventory audits.)
•Review and enforce business operations escalations to and from the vendor.
•Provide timely feedback to the appropriate internal groups on Apple programs and procedures that affect the vendor’s ability to meet the requirements of the contract.
•Facilitate periodic Business and Executive Reviews.
•Periodically lead enterprise-wide Daily / Monthly Operations calls as required by the business.
•Process & Performance Improvement:
•Analyze business operations data including all service and sales metrics and customer satisfaction surveys to identify actionable trends.
•Contribute to determining root causes of operational issues by utilizing a structured process improvement methodology.
•Partner with vendor sites to create action plans to effectively address root causes.

Project Management:

•Proactively identify and implement business improvement initiatives and projects
•Represent VM team on ad hoc special projects and programs
•Work closely with internal groups to understand legal, strategic and financial aspects of vendor relationships.
•Negotiate with internal and external resources for milestones and expected outcomes.

Financial:

•Review vendor forecasts and capacity planning assumptions
•Review and approve vendor supplemental invoice costs.
•Continually seek and implement opportunities for business improvement and cost efficiency.
•Travel Required - 30-50%

Education

BA/BS Degree in business or related field.

Additional Requirements

Travel Required - 30-50%

No salary provided

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