Vendor Manager for Emergency Relay

Vendor Manager For Emergency Relay

At Apple, we believe that hard work, a fun environment, creativity, and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage and inspire and that by focusing on the smallest of details, we can make big impact with our customers. Building this environment starts with you! We are excited to announce an open position as a Vendor Manager for the Emergency Relay program to drive the operational performance of this program in our outsourced footprint and support the strategic direction.

Description

The Emergency Relay Vendor Manager will engage in defining the scope and requirements of an expanding program, and 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. An ideal VM for this specific role will exhibit personal accountability for performance, and ensure their site(s) are meeting or tracking toward targets. They will engage deeply with the Supplier as well as all internal stakeholders including AppleCare Operations, Forecasting & Analytics, Workforce Management, Training, and Quality teams to ensure information flows efficiently between Apple and outsource partners. It is imperative that this VM works closely with the various stakeholders to ensure optimal delivery. Flexibility is a must. The VM will be working to define and refine processes for the program, including interaction handling, overflow programs, procedures and escalation handling. This role will work very closely with the AppleCare Training, Procedures and Quality and Support Readiness teams to align on the worldwide ESOS Relay strategy with current operational needs.

Minimum Qualifications

• 5+ years contact center Supplier management experience or client services/account management experience with a contact center service provider.
• Excellent oral and written communication skills and ability to navigate at multiple levels of engagement including senior level audience.
• Effective analytical and structured problem-solving skills.
• Demonstrated operational knowledge, strategic planning skills and dynamic interpersonal skills to navigate at multiple levels of engagement.
• Ability to distill complex challenges into a cogent strategy. Highly organized and able to make decisions based on a broad set of variables, quickly and efficiently.
• Experience utilizing influencing skills and working with stakeholders successfully. Ability to work well with business owners to understand business needs and goals.
• Bachelor's Degree, or equivalent experience.
• Travel may be required.

Preferred Qualifications

• 8+ years of experience managing technical support and/or customer care contact center operations.
• Ability to work autonomously, and to collaborate optimally with a peer group.
• Experience with emergency services or PSAP (Public Safety Answering Point) operations is a plus.
• Experience with "white glove" services with extremely tight service level targets.
• Project management / business process reengineering experience.
• COPC Registered Coordination Certification preferred.

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.