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 encourages 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. The AppleCare Global Vendor Strategy team is seeking a Vendor Alliance Manager for Emerging Programs to drive the strategic direction and operational performance of an emerging program in our outsourced footprint. This position will be based on-site in Cork, Ireland.
Key Qualifications
- Experience in the management of outsourced suppliers delivering customer-facing support - either on the client or partner side.
- Experience with “white glove” services with extremely tight service level targets.
- Ability to interpret complex analysis, standards documents, legal and regulatory requirements, and business information.
- Project management / business process reengineering experience.
- Proven ability to collaborate with regional partners.
- Experience leading complex outsourcing and partner relationships across a wide range of hierarchy levels.
- Effective negotiation skills and the ability to inspire change
- Extensive contact centre or Public Safety experience of five years or more including start up experience from program inception to sustainment.
- Travel is required (30-50%)
Description
The Vendor Alliance Manager will initially engage in defining the scope and requirements of a new program, and eventually, in its sourcing, implementation, and launch. Once operational, you will engage with assigned site(s) to own daily, weekly, monthly, and quarterly performance, through effective improvement plans and acting as the primary point of contact for Apple on all operational matters. You will exhibit personal accountability for performance and ensure their site(s) are meeting or tracking toward targets. You will join a team of peers who manage multiple outsource contact center sites worldwide. This team partners with internal groups, including AppleCare contact center management and operations teams, forecasting and analytics, workforce management, training, and quality to ensure information flows efficiently between Apple and outsource partners.
Education & Experience
BA/BS Degree in business, public safety, emergency management, or a related field or equivalent professional experience.
