The people here at Apple don’t just build products they build the kind of wonder that revolutionizes entire industries. It’s the diversity of people and their ideas that inspire the innovations.
Join Apple, and help us leave the world better than we found it.The AppleCare Vendor Management is responsible for managing a portfolio of vendor partners, delivering voice, email and chat support to customers.
The role will focus on partners located across Japan, ensuring the highest levels of customer satisfaction, technical excellence, quality and consistency.
The position encompasses both operational and quality dimensions of partner performance and management.
In the role you will create and lead business relationships with our vendor partners to implement support solutions for our customers.
The success of our partner performance against defined metrics across multiple sites will be in your scope. You will communicate and gain agreement on mutual goals and objectives and build awareness and support of the strategic benefits of the alliance.
You will maintain a collaborative dialogue with the Business, Partner Operations & Vendor Manager peers to review the effectiveness of the vendor relationship.
You will work collaboratively with both internal and external partners to identify and implement initiatives to improve productivity and quality.
As the in-country resource for Apple, you will also be : - Helping to develop action plans to reduce variation in Advisor performance with regard to core metrics that impact customer satisfaction.
You will build closer relationships between our vendor partners, internal support sites and other groups that impact the overall customer experience with Apple.
You will actively partner with CC operations, Training, Reporting & Analysis and the broader regional WW VM teams. Success in the role will be determined by : -
Delivering results at or above target at partner sites across the WW Contact Centre key metrics including Staffing Accuracy, Service Level, Customer Satisfaction, and other quality and efficiency related metrics.
Education & Experience
BA / BS Degree in business or related field.