Senior Manager, Retail Contact Center Analytics

Imagine what you could do here! The people here at Apple don’t just create products — they build 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. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work. Here on the Apple Store Online team, we are responsible for Apple’s largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things. In this role, you will be a part of the Retail Customer Care Business Operations team leading performance management and decision support to deliver efficient operations and high-quality customer care. Using data and quantitative techniques, you’ll provide insights and recommendations to drive operational performance improvement at vendor and Apple contact center sites. The successful candidate will identify business problems, translate those into analytical questions, and perform rigorous descriptive / predictive analysis of contact center operational metrics to inform on operational processes and program effectiveness.