AppleCare 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 build products — they create 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. Job Summary AppleCare is Apple’s world-class Service and Support organization providing award-winning technical support and product service to our global customer base through its diverse global network of retail stores, contact centers, service providers, mobile carriers, and online support. The AppleCare organization is diverse with a variety of fields that all focus on delivering extraordinary customer service. With AppleCare, you’ll also have the critical responsibility of partnering with various internal and external teams to make crucial decisions that meet the goals of Apple and the needs of our customers. Description Areas of expertise within AppleCare include: - Business Development: Manages worldwide Operations for AppleCare’s extended service and support products to meet the needs of all Apple customers. Collaborates with key partners to implement new extended care initiatives and enhance current programs.
- Business Process Re-engineering (BPR): Owns the development of business project plans, process, and schedules. Collaborates cross-functionally with key partners to deliver business solutions, inspire change optimization through process, and new system functionality.
- Contact Center Operations: Optimizes the latest technologies and strategies to support the business and operational needs with tactical support to provide Apple customers. Monitor service level and contact center volumes as well as direct strategic Apple care business goals.
- Field Service Channel Manager: Ensures high customer satisfaction and lowers operational cost by reengineering processes and policies. Influence Apple Authorized Service Providers and mobile carriers to craft premium service programs that support business objectives and Apple’s customers worldwide.
- Global Repair Center: Manages the operations of the growing network of Apple repair centers around the world in the rapidly growing AppleCare reverse supply chain to handle complex repairs.
- Online/Digital Support & Service: Crafts compelling digital content solutions to improve the Apple customer experience, support the Advisor population to develop solutions to answer customer questions, inspire learning, and connect customers to the repair with assisted support. Employs the latest technologies to bring innovative self-solve learning solutions to customers on the web, through an application on a device, on social platforms, search optimization, and machine learning.
- Product Management: Combines engineering and program management acumen to represent AppleCare to ensure new product introductions are delivered on time and to budget. Influence and collaborate with cross functional teams to enable optimal repair operation strategy or software and services platform support strategy.
- Procurement: Manages AppleCare’s OEM supplier’s relationship, sourcing optimization, early engagement for repair strategy development, post-production planning including costs, continuity of supply, and capacity planning activities.
- Reporting & Analytics: Harnesses the vast amount of data relating to AppleCare’s business to make strategic recommendations and share insights about ongoing operations. Translating business needs into analytical requirements using advanced quantitative analysis.
- Supply Chain Management: Build and run AppleCare’s Global Reverse Supply Chains, through optimization of forecasting. Analyze and calculate new buy planning, repair planning, inventory management, purchasing, warranty redemption, and project management.
Key qualifications: - Extraordinary analytical and negotiation skills
- Ability to toggle between big-picture thinking and detail-orientation
- Tenacious problem-solving & issue resolution skills
- Excellent presentation, communication, and interpersonal skills
- Ability to collaborate and influence across multiple functional teams
- Flexibility to adapt to dynamic and rapidly-changing environments
Education: - Currently pursuing MBA or Master's Degree in Supply Chain, Engineering, Operations Management, or related field
- Bachelor’s Degree required with related work experience preferred
Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. |
