RPAC/Japan Staffing and Planning Manager

Summary

At Apple, we believe in hard work, a fun environment, and the kind of creativity and innovation that only comes about when talented people from diverse backgrounds approach problems from varying perspectives. We believe each customer interaction is an opportunity to delight, engage, and inspire – and by focusing on the smallest of details, we can make big impacts with our customers. Building this environment within our outsource partner starts with You!

Description

This position will require a strong team player, a great communicator, and a business savvy individual who has an excellent understanding of the needs and challenges facing outsourcing partners and how they fit with Apple's unique customer focus and passion for excellence. Candidate must have a successful track record of managing and implementing complex cross-functional projects and programs, and acting as an effective bridge between strategy and execution. Must be a self-motivated, driven individual who is comfortable working in a global, fast-paced, sometimes ambiguous environment. A critical key to success is the ability to gain alignment by proactive partnering with all levels across the organization.

Responsibilities

• Oversees weekly commit levels by role/language for regional network.
• Align with boundary teams, where applicable, to drive process improvement, change management
• Builds partnerships with internal regional directors, local management, and various functional departments to drive improvements for the extended regional network
• Hosts weekly 1:1s with partner leadership
• Ensures business continuity, disaster recovery planning
• Reviews business escalations to and from outsource partners in compliance with Apple policy
• Consolidates all regional operational issues and aligns with boundary teams to drive efficiency and standardization across the network
• Provides regional support for new partners, sites, geo expansion
• Facilitates knowledge share, global alignment of OSV best-practice exchange
• Provides invoicing support
• Infrastructure oversight
• Travel required (20%)

Minimum Qualifications

• Excellent communication and presentation skills
• Strong understanding and experience working with outsource vendors
• Minimum 5-10 years demonstrated work experience in contact center environment, project management, or vendor management
• BA/BS degree in business or related field

Preferred Qualifications

• Exceptional organization and project management skills
• Detail-oriented
• Proven ability to assess business needs, prioritize accordingly, and escalate appropriately
• Skilled at resource balancing and conflict management
• Proven ability to liaise with business stakeholders
• Knowledge of negotiation principles
• Ability to work with teams based in multiple regions
• Passionate about customer experience