{"title": "Retail Operations Analytics Manager", "summary": "Imagine what you could do here! The people here at Apple don\u2019t just create products \u2014 they build the kind of wonder that\u2019s revolutionized entire industries. It\u2019s 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. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work. Join Apple, and help us leave the world better than we found it! Here on the Apple Store Online team (ASO), we are responsible for Apple\u2019s largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for a Retail Operations Analytics Manager to help us do extraordinary things. The Retail Operations Analytics Manager will be responsible for managing a team of operations analysts focused on operational excellence of Retail Customer Care (RCC). The role will join the WW Business Operations team, with a particular focus on performance management and decisions support for Apple\u2019s RCC organization. This position will have a direct role in owning the performance of key operational metrics for RCC. The role requires a thorough understanding of contact center performance metrics and analytics and will drive operational performance improvement at vendor and Apple contact center sites.", "description": "Take overall responsibility in ensuring the contact center is fulfilling its goals in customer satisfaction and quality performance globally. With the support of data, this role acts as a consultant to provide insights, observations and recommendations to help improve the business. -  Lead and manage a team of analysts to define, measure and track performance, ensuring end-to-end visibility of metrics, and working with all regions to maintain consistency. -  Perform quantitative analysis to identify trends, key root causes affecting key performance indicators, translate data into actionable insights and collaborate closely with site lead, Area Managers and Vendor Managers to define and drive both strategic and tactical quality initiatives. -  Business Reviews - Participate, initiate and facilitate business reviews as required. -  Ability to see opportunities to automate and streamline processes related to data management. -  Partner with cross-functional global partners and RCC leadership to provide input into quarterly and annual business planning and capital projects. -  Model inclusive leadership behaviors and build, develop and retain diverse teams -  Takes action to ensure a safe, respectful, and inclusive environment for all team members", "key_qualifications": "Proven data analytics experience of 5+ years including strong knowledge in Excel, Tableau, SQL, and Python. Proven problem-solving and cross-functional project work experience. Effective presentation and communication skills, including ability to explain complex data and charts in a concise manner to large cross-functional audiences. 7+ years of professional experience in operations, analytics, management consulting, corporate strategy, or equivalent experience.", "preferred_qualifications": "Expertise in advanced analytical techniques and statistical analysis. An affinity to \u201ctalking with numbers\u201d; inherent ability to quantify and support conclusions with data. Strong work ethic and attention to detail. Ability to balance multiple projects and meet timelines. Ability to stay positive in high stress situations and multitask in a dynamic environment. Experience developing relationships with senior collaborators. Experience supporting contact centers. Bachelor\u2019s degree in mathematics, finance, statistics, economics or other quantitative area. Master Degree a plus. Able to accommodate domestic and international travel.", "education_experience": "", "additional_requirements": "", "pay_benefits": "At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $146,800 and $220,900, and your base pay will depend on your skills, qualifications, experience, and location. Apple employees also have the opportunity to become an Apple shareholder through participation in Apple\u2019s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple\u2019s Employee Stock Purchase Plan. You\u2019ll also receive benefits...", "company": "apple"}