AMR Vendor Strategy Direction

2 months ago

Austin, Texas, United States Apple Full time
Summary

Posted: Jul 19, 2024

Role Number:


At Apple, we believe that hard work, a fun environment, creativity, and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage and inspire - and that by focusing on the smallest of details, we can make big impact with our customers. Building this environment starts with you The AppleCare Global Vendor Strategy (GVS) team is seeking a Direction & Planning Manager to lead our Americas (AMR) Region in the strategic planning of our outsourced Supplier network. This manager will lead a team of Vendor Alliance Managers and Implementation Project Managers supporting regional initiatives while aligning with global best practices.

Description

The Direction & Planning Manager will work with their team to assess capabilities, explore offerings, understand local complexities and needs, and will work closely with our Corporate Procurement team in conducting RFPs, exploratory sourcing, etc. This person will also engage closely in addressing strategic partnership issues or concerns with key internal business partners, including AppleCare Executive Leaders, the Partner Operations Team, and the Regional Leads. Other engagement points include the GVS Governance; Supplier Responsibility; Risk & Compliance; and Security teams. Our team ensures our Advisor headcount requirements are met in the short, medium, and long term for all support channels across all languages supported. This leader is responsible for developing strong relationships with our both existing and prospective Suppliers. This team acts as an escalation channel for our internal business teams that engage with Suppliers directly, as well as with our Supplier executives on engagement issues that can arise in this space.
  • 5+ years people management experience with a history of creating and fostering an inclusive work environment
  • Able to travel approximately 1-2 times per quarter, sometimes more
Preferred Qualifications
  • 8+ years vendor management experience, contact center vendor experience
  • Demonstrated ability building and maintaining client/partner relationships
  • Outsourcing experience with both operational and strategic responsibilities
  • Analytical skills and strong attention to detail
  • Passionate about for the customer and advisor experience
Education & Experience

Additional Requirements

More
  • Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure 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. Learn more about your EEO rights as an applicant.

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