JAPAC Business Operations Analyst, Retail Customer Care
Apple
Full-time
On-site
Singapore, Singapore, Singapore
Customer Service
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 industries. It’s the diversity of those people and their ideas that encourages 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 develop 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 magnificent, 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.
We are seeking for a highly motivated professional to be a part of the Global Business Operations team. You will focus on APAC Retail Contact Center performance and support for decision of Apple’s Global Retail Customer Care. Using data and quantitative techniques, the decision support team acts as a consultant to provide insights and recommendations to drive operational performance improvement at vendor and Apple contact center sites. The successful candidate will identify business problems and translate those into analytical questions, and perform rigorous descriptive / predictive analysis of contact center operational metrics to inform Retail Customer Care management on operational processes and programs effectiveness. The candidate should possess solid business acumen, strong quantitative and technical background and have excellent communication skill to influence and build relationship with wide range of cross-functional stakeholders.
Description
RESPONSIBILITIES:
· Lead weekly and quarterly business reviews with stakeholders and drive operational improvements by monitoring primary KPI performance across demand, staffing and quality. Perform quantitative analysis to identify trends, correlations and root causes affecting key performance indicators from achieving established goals. Based on data insights collaborate closely with site lead, area managers and vendor managers to adjust strategies and actions.
· Apply statistical techniques on large disparate data sources to develop automated quantitative models that will forecast quarterly KPI targets for operational teams. Collaborate with business leaders to incorporate upcoming program change impact into the model to generate KPI targets that align with strategic business goals, driving motivation and productivity within operational teams.
· Conduct ad-hoc analyses using both structured and unstructured data and execute A/B tests to evaluate ROI and customer experience impact of staffing strategies, support business case creation and evaluate effectiveness of new programs.
· Design data models for automated reports and develop dashboards using industry standard visualization tools such as Tableau to track key trends of metrics and generate insights on demand, staffing and quality performance.
· Define key performance indicators for Retail Customer Care operations ensuring end-to-end visibility of metrics and driving consistency across regions. Operate as a key data strategist to identify and integrate new datasets generated from new processes, and work closely with cross-functional teams to design and implement data pipelines.
· Present insights and recommendations to senior leadership, translating complex data into clear narratives.
· As needed meet internal and cross-functional teams across various regions during overlapping business hours to drive positive collaboration for both strategic and tactical initiatives including capital projects and automated data management solutions that will improve team efficiency and productivity.
Minimum Qualifications
- Bachelor’s degree in engineering, mathematics, finance, statistics, analytics or other quantitative area, master’s degree a plus. 5+ years of professional experience in operations, analytics, management consulting, corporate strategy, or equivalent experience. Contact Center experience preferred.
- 3+ years of proven data analytics experience including strong knowledge across these tools and languages: Excel, Tableau, SQL, and Python for data collection, storage, cleaning, preparation, analysis and visualization.
- Effective presentation and communication skills, including ability to explain complex data and charts in a concise manner and influence and engage with senior leadership.
Key Qualifications
Preferred Qualifications
- Familiarity with AWS and Snowflake preferred.
- Experience in data science models and statistical analysis techniques such as text analytics, hypothesis testing, sentiment analysis, regression etc.
- Proven problem-solving, stakeholder management and cross-functional project work experience. Ability to stay positive in high stress situations and balance multiple tasks in a dynamic environment.
- Comfortable to work independently with strong work ethic and attention to detail.
- Curious and self-motivated individual who is highly interested to develop new skills and learn new technologies.
- Business level fluency in Japanese is a huge plus