Summary

Posted: Sep 25, 2024

Role Number:200569969

The people here at Apple don’t just build 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. The Apple Support Vendor Management is responsible for managing a portfolio of vendor partners, delivering voice, email and chat support to customers. The role will focus on partners located across Japan, ensuring the highest levels of customer satisfaction, technical excellence, quality and consistency. The position encompasses both operational and quality dimensions of partner performance and management.

Description

In the role you will create and lead business relationships with our vendor partners to implement support solutions for our customers. The success of our partner performance against defined metrics across multiple sites in Japan will be in your scope. You will communicate and gain agreement on mutual goals and objectives and build awareness and support of the strategic benefits of the alliance. You will maintain a collaborative dialogue with the Business, Partner Operations & Vendor Manager peers to review the effectiveness of the vendor relationship. You will work collaboratively with both internal and external partners to identify and implement initiatives to improve productivity and quality; engage as a leader to drive root cause analysis problem-solving approach to quality improvement. As the in-country resource for Apple, you will also be: - Helping to develop action plans to reduce variation in Advisor performance with regard to core metrics that impact customer satisfaction, process compliance and operation efficiency. - Performing weekly analysis on key metrics and ensuring action plans are in place to improve Customer Experience. - Meeting regularly with site management and Internal teams to ensure actions are executed to plan. - Ensuring key metrics are collected, have integrity, are understood and acted upon appropriately within the Contact Centre - Coordinating with Support Programmes team to ensure the efficient roll out of new initiatives, driving ongoing improvement of Advisors tools, resources, processes, and procedures - Coordinating with vendor team and internal management to ensure all teams are working toward consistent performance goals You will identify, own and foster relationships within the broader Apple Care organisation with particular focus on upstream escalation groups including Customer Relations, Tech Support, Engineering, Forecasting and Capacity planning groups, Quality groups and Apple Care Field Service Managers for the countries your partners support. You will build closer relationships between our vendor partners, internal support sites and other groups that impact the overall customer experience with Apple. You will actively partner with CC operations, Training, Reporting & Analysis and the broader regional WW VM teams. Success in the role will be determined by: - Delivering results at or above target at partner sites across the WW Contact Centre key metrics. - Ensuring readiness at vendor sites that delivers the required resources, appropriately trained and available for calls in line with WW and regional planning - Strong, collaborative communication and partnership with vendor partners, internal teams and Apple Care country management - A willing and active participation in the global team to drive consistencies and share or adopt best practices. - Being on site with our partners is key to your success, and you will be required to do to support the foregoing tasks, and inspect the compliance of the vendor partner in execution of their activities.

• Minimum 5-10 years of demonstrated work experience in a contact centre environment including technical support management and customer service management with phone and chat solutions in a large inbound contact centre.
• Proven experience knowledge of vendor contracts and negotiation principles.
• Solid understanding of cost and financial accounting principles.
• Ability to interpret complex analysis, budgeting data and business information.
• Experience in a multilingual environment.
Fluency in Japanese and English including reading, writing and speaking.

Preferred Qualifications

• BA/BS Degree in business or related field.
• Preferred COPC certified