Retail Customer Care - Client Relationship Outsourcing

Job Description:

Imagine what you could do here! At Apple, new insights 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 can be accomplished! 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 encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts.
This position is responsible for operational performance of RCC's(Retail Customer Care) OSV(outsource vendor) contact centre partners in EMEIA. The Vendor Manager is to manage day to day business execution, lead with strategic directions to gain OSV commitment, callout risk and drive solutions, and develop initiatives to improve operational performance aligned to the customer experience. You must be a strong team player, a great communicator, and a business savvy individual who has an excellent understanding of the needs and challenges facing today's outsourcing partners and how they fit with Apple's unique customer focus and passion for excellence. The candidate must be self-motivated with strong analytical, management and coordination skills to handle a variety of activities and complexities spanning across the organization. The candidate must be an effective negotiator and skilled at resource balancing and conflict management. Candidate must be able to act as a liaison between the business and outsource partners. A critical key to success is the ability to gain alignment by proactive partnering with all levels across the organization.
Exceptional organization and project management skills Experience managing OSV partners Solid understanding of OSV principles Proven ability to assess business needs, prioritize accordingly, and escalate appropriately Excellent communication and presentation skills Proven ability to liaise with business stakeholders Strong understanding and experience working with outsource vendors Ability to work with teams based in multiple countries Passionate about customer experience Strong analytical and critical thinking skills Superb communication and interpersonal skills Can build, grow and develop key cross-functional relationships to be able to influence and drive projects Ability to make quick decisions and solve complex problems Demonstrated experience in driving autonomous decisions Presenting and leading Executive communications Flexible to travel
Comfortable with ambiguity and a rapid evolving business environment Tableau Analytical Skill is a plus