Summary
Imagine what you could do here. At Apple, great ideas have a way of becoming great products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. As a part of the AppleCare Support organization, you will ensure that we are delivering best in class customer support experiences while also driving cost saving measures and organizational improvements. Key Qualifications
- Proven experience leading hard-working teams
- Proven experience with quantitative analysis, with the skills for synthesizing complex data into key components that drive informed decisions.
- Strong business focus with the ability to see behind the results to translate information into impactful business insight
- Strong writing, visualization and ability to communicate complex quantitative analysis in a clear, detailed, and impactful manner to senior executives
- Flexible and able to multitask effectively in a very dynamic environment regularly balancing ad-hoc requests with long term projects and initiatives
- Comfortable working cross-functionally, and across organizational levels in different geographies
- Comfortable working in positions of ambiguity with large volumes of occasionally muddy data
Description
As a Business Analytics Manager, you will be responsible for leading a team who is tasked with analyzing data and processes to gain insights that improve operations of the global contact center support business. You and your team will work to identify, evaluate, and prioritize opportunities to drive efficiency and build higher quality experiences for the customer. The ideal candidate will combine strong management experience, a structured analytical approach, excellent eye for business, problem solving and collaboration skills, and an outstanding ability to clearly communicate complex concepts and results. Key attributes include: The ability to motivate people, instill accountability, and achieve results through the mentoring of individual contributors. Refined ability to work at a detailed level with technical individual contributors while also being able to articulate abstract concepts to executive management Ability to ba subject matter authority on performance measures and supporting data to determine opportunities and set priorities Strong public speaking and presentation skills to communicate with all levels of support leadership A strong sense of curiosity that leads you to ask probing questions and challenge legacy processes — all in the aim of improving our AppleCare business.
Education & Experience
BA/BS in mathematics, economics, finance, statistics, engineering, operations research, or related field. MBA/MS a plus
Additional Requirements
- 5+ years of data analytics experience.
- Demonstrated ability with SQL and Tableau
- High level proficiency with Excel and Keynote
- Experience with Python a plus
- Experience and familiarity with Apple's products also desired.