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Apple

Partner Operations Manager

Apple

  • Cork
  • Not disclosed
  • Permanent full-time
  • Updated 13/10/2017
this job is expired
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Description

This position is responsible for overall performance of AppleCare’s outsource contact center partners in the EMEIA region. The Partner Operations Manager’s (POM) role is to lead a team of experienc...

 

Changing the world is all in a day's work at Apple. If you love innovation, here's your chance to make a career of it. You'll work hard. But the job comes with more than a few perks.

This position is responsible for overall performance of AppleCare’s outsource contact center partners in the EMEIA region. The Partner Operations Manager’s (POM) role is to lead a team of experienced Vendor Managers (VM) who are aligned individually to sites or outsource partners.

Vendor Managers engage with their sites to review daily, weekly, monthly and quarterly performance, drive improvement plans and act as the primary point of contact for Apple. VMs also liaise regularly with internal groups, including Apple internal contact center management, forecasting and planning, workforce management, training, quality and the global vendor strategy team, to ensure that information flows smoothly between Apple and outsource partners.

Key components of the POM role are: development and support of the vendor managers; ensuring high levels of team collaboration and performance in addition to driving supplier performance and contractual adherence in line with Apple’s outsourcing strategy. Activities will include managing individual 1:1s, leading team meetings and support initiatives with VMs; maintaining cooperative vendor relationships at operational level, managing workflow efficiencies, assessing vendor performance and metrics, and driving his/her team to execute on performance improvement as required.

As a senior member of the Vendor Management team, the POM will also work closely with internal groups and project teams to execute strategic and tactical plans in support of Apple’s customers.

Key Qualifications:
•BA/BS Degree in Business or related field
•Minimum 7 years of demonstrated work experience in large-scale contact center environment including technical support and / or customer service management across phone, chat and email channels. To include minimum of 2 years direct people-management experience
•Demonstrable experience with EMEIA domestic, offshore and work from home contact center operations
•Strong working knowledge of outsourced partner contracts and negotiation principles
•Good understanding of cost and financial accounting principles
•Ability to interpret complex business information and perform data analysis to drive measurable results
•***Travel Requirement:
•Approximately 50%

Description:
Leadership

•Support Vendor Manager skill and performance development via structured mentoring and coaching processes, one to ones, team meetings, and performance reviews
•Develop and coach VMs on driving performance at assigned Vendors
•Regularly seek out opportunities to enhance OSV / VM performance in support of Apple’s customers and business objectives.

Operational

•Review daily, weekly, monthly and quarterly performance metrics and trending to ensure alignment with contractual and business expectations. If performance metrics are out of spec, the POM will work with VM/s and outsource partner/s to understand root cause and develop action plans to address
•Participate in weekly, monthly, quarterly and annual business reviews comprised of Apple and outsource partner teams
•Review and analyze business operations data to identify trends and build measurable action plans
•Participate in capacity planning process to ensure outsource partners are staffed to plan and managing their business in line with stated assumptions
•Build strong relationships with Apple internal support groups and provide feedback as appropriate on processes and procedures impacting customers or outsource partners
•Work closely with Apple internal contact center teams to facilitate knowledge share and best practice exchange
•Address any business operations issues that affect the outsource partner’s ability to meet contractual and / or business expectations (ie telecom and data issues, call routing, procedures, reporting, forecast)
•Review and enforce business escalations to and from outsource partners in compliance with Apple policy

Financial

•Review outsourced partner forecasts. Work with VMs and suppliers on staffing discrepancies
•Work with VMs and Finance team to resolve any invoice discrepancies
•Review and approve change management requests and outsource partner invoices in collaboration with Senior POM
•Track and approve team travel and expenses for budgetary purposes
•Continually seek and implement opportunities to improve efficiencies or quality
 

Education:
BA/BS Degree in business or related field Preferred

Additional Requirements:
Key Competencies

•Customer Focus
•Relationship Building
•Team-building and Personnel Development
•Communication Skills (Verbal and Written)
•Analysis and Critical Thinking
•Action and Results Oriented
•Political Savvy
•Passion for Apple’s Business, Culture and Values

Ref: 113034930
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