Vendor Manager - Retail Customer Care
Core
Manage operational performance of outsourced vendor contact center partners in Japan to ensure alignment with Apple's customer experience standards.
Role type
Senior Vendor Manager (Contact Center Operations)
Builds
Outsourced vendor service delivery and operational excellence for Apple's Retail Customer Care
Domain
Retail / Customer Support / Outsourced Contact Center
Required skills
Vendor management, operational performance management, strategic negotiation, risk management, resource balancing, conflict management, data analysis, cross-functional liaison
Preferred skills
OSV contract knowledge, COPC certification, Tableau proficiency, travel flexibility
Technologies
Tableau
Responsibilities
Drive outsourced vendor operational excellence and service delivery by Apple standard; Align with Apple internal support groups and provide feedback on processes, procedures, call drivers, and staffing; Facilitate and review daily, weekly, monthly, and quarterly performance metrics and trending to ensure alignment with business expectations; Develop action plans based on performance reviews; Drive initiatives/projects to uplift network performance by fixing problems or optimizing; Implement all-round ramp plans based on headcount forecasts.
Seniority
Senior, hands-on IC