Job details
- Job Number: 28162853
- Austin, Texas, United States
- Posted: Sep. 10, 2013
- Weekly Hours: 40.00
Job Summary
The
AppleCare iOS Support Team, within Service Order Management (SOM), is
responsible for business-to-business support for 3rd parties performing
service for Apple’s iOS customers. This includes working directly with
our iOS Partners World Wide, providing feedback to internal groups (e.g.
supply chain, contracts, & finance), initiating process
improvements and driving cross-functional iOS programs and initiatives.
The AppleCare iOS / Channel Solutions team is looking for a dynamic and
motivated candidate for the position of WW Program Lead / Business
Analyst. This role is an opportunity for a self-driven individual to
utilize his or her business acumen, enhance process knowledge, and apply
analytical skills to deliver creative, value-added solutions to the
Channel Solutions team. In addition, the successful candidate will
effectively drive WW SOM / iOS programs and projects as required. This
will involve new process deployments, NPI and readiness initiatives,
repair strategies and global partner support.
Key Qualifications
- Background in customer service, supply chain and business admin (Telco Carrier Experience a plus)
- Ability to communicate data / findings to an executive level audience
- Extreme attention to detail
- Excellent written and verbal communication skills
- Advanced knowledge of Excel
- SAP / AppleCare knowledge desired
Description
The
effective candidate will be responsible for process management,
performance and related reporting of KPI’s for WW Channel Solutions
functions. The primary focus of this position will be driving new
projects and process improvements for the WW Support Team. This
position will require a high degree of collaborative effort and working
with other departments.
The WW Program Lead / Business Analyst will play a key role in producing
measurable improvements for the team and preserving the customer
experience and by identifying solutions and mitigating risks through
process mapping, root cause analysis and resolution recommendations, the
execution of operational strategies, and providing data-driven models
to support the decision making process.
Duties and Responsibilities:
• Achieve and maintain a comprehensive understanding of AppleCare
Service Order Management / iOS Support business, transaction handling,
procedures, and systems
• Examine and analyze touch points with our key partners in an effort to
drive down inbound questions, warehouse escalations, etc.
• Examine and analyze key performance indicators to drive iOS Support
operations’ performance improvement
• Make sound decisions based on a mixture of analysis, experience, and
judgment; proactively seek out expertise to assist in sound decisions
• Establish / Own executive level reporting and updates to the WW
AppleCare teams and related iOS Support Stakeholders
Education
BS/BA required
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