Senior Manager, Retail Contact Center Workforce Operations

Senior Manager, Retail Contact Center Workforce Operations

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. The Retail Customer Care Business Operations team leads the global workforce management to deliver efficient operations and high-quality customer care. Areas of responsibility and influence include contact center operations, workforce scheduling and planning, resource optimization, performance management, and technology utilization.

You will use your contact center experience, industry knowledge, and collaboration skills to act as a bridge between strategic goals and daily operations. This is a dynamic environment that requires a seasoned leader to make strategic and global decisions that effectively balance multiple competing priorities.

Responsibilities:

• Identify problems/opportunities, develop strategies, and build operational procedures to optimize staffing execution and enhance business performance.
• Provide input on organizational decisions regarding key staffing resourcing and scale opportunities.
• Creatively apply emerging technologies and workforce management techniques to enhance the utilization of existing resources.
• Provide comprehensive analysis of situations where performance goals are not met, including detailed explanations of the underlying factors and potential solutions for future improvement.
• Cultivate and develop a diverse team of high-performing leaders, across various locations and regions, fostering innovation and operational excellence.
• Regularly review organizational performance and workforce strategies to ensure that operational objectives and management priorities are aligned and mutually supportive.
• Provide project management resources and develop staff with appropriate skills for complex tasks and the project lifecycle.
• Collaborate with cross-functional teams across various regions during overlapping business hours to drive positive collaboration for both strategic and tactical initiatives that improve team efficiency and productivity.
• Present insights and recommendations to senior leadership, translating complex data into clear narratives.

Minimum Qualifications:

• 7+ years combined experience, with complex workforce management, labor and productivity analytics, or project management from ideation through completion.
• 5+ years of experience building and leading teams including large globally distributed teams.
• Contact Center experience required.

Preferred Qualifications:

• Effective presentation and communication skills, including ability to explain complex data and service level analysis in a concise manner and influence and engage with senior leadership.
• Proven problem-solving, partner management and cross-functional project work experience.
• Experience with workforce tools (Aspect preferred) and data reporting platforms such as Tableau.
• Role models inclusive leadership behaviors and embraces their responsibility to build, develop and retain diverse teams. Makes space to listen, learn, and amplify diverse perspectives and experiences.
• Curious and self-motivated individual who is highly interested to develop new skills and learn new technologies.

Pay & Benefits:

At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $182,500 and $324,000, and your base pay will depend on your skills, qualifications, experience, and location. Apple employees also have the opportunity to become an Apple shareholder through participation in Apple's discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple's Employee Stock Purchase Plan. You'll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation.

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.