AppleStore Partner Manager / 2984234

Experience AppleThere's the typical job. Punch in, push paper, punch out, repeat. Then there's a career at Apple. Where you're encouraged to defy routine. To explore the far reaches of the possible. To travel uncharted paths. And to be a part of something far bigger than yourself. Because around here, changing the world just comes with the job description. We are committed to diversity. Apple is an Equal Opportunity Employer. www.apple.com/jobs Position Description:AppleStore is currently seeking to recruit a dynamic, energetic and motivated individual to join the European AppleStore Sales and Operations team as a Partner Manager, whose charter will be to enable the AppleStore Sales and Customer Service teams to deliver outstanding customer care through external partners. As a customer advocate, you will be customer focused, self-motivated, interested and involved. As a senior member of the AppleStore management team you will require strong cross-functional leadership that provides a basis for excellence in the area of customer satisfaction. Your operational responsibilities will include: •Day to day management of Partner(s). Key focus areas will include proactively addressing any/all business operations issues that may affect our Parter(s) ability to execute and maintain performance metrics as set down in contractual and business guidelines, and initiating appropriate corrective action with quality, training, and operations teams as required•Conducting periodic operations / business review meetings (weekly, monthly, quarterly) with the Partner and Apple operations teams to review predetermined KPIs and agree periodic goals/action plans•Co-coordinating all support activity schedules (training, audit, reviews, event schedules, procedural updates etc) as required with the Partner at Partner location(s)Your management responsibilities will include: •Performance and process improvement: analysis of KPIs/operations data, determining root cause utilizing a structured methodology, and creating corrective action plans for both operational and infrastructural operations•Project managing new Partner selection and implementation•Manage both contract negotiations and contract compliance•Managing Partner volume and cost forecasts, business plans, and budgets, and reconciling these to the internal business plans taking actions/directional changes where required. The successful candidate will have a minimum of 5-10 years of demonstrated work experience in a contact center environment (sales, customer service, technical support) with phone, email and chat solutions in a large inbound contact center. They will be action oriented, and have highly developed leadership skills including significant people and business management experience, including:•Well developed oral and written communication skills essential, together with proven analytical and decision making skills•Ability to motivate, and influence in a matrixed environment•Operations and Cost management experience with ability to understand and communicate complex analysis, budgeting data, and business information•Fluent in English, with second European language highly desirable•Proven experience of Vendor contracts and negotiation principles desirable•Six sigma & COPC training desirable•Knowledge of telephony systems and limitations desirable•Experience of multi-source operations desirable •Travel will be requiredThe successful candidate will have a minimum of 5-10 years of demonstrated work experience in a contact center environment (sales, customer service, technical support) with phone, email and chat solutions in a large inbound contact center. They will be action oriented, and have highly developed leadership skills including significant people and business management experience, including :• Well developed oral and written communication skills essential, together with proven analytical and decision making skills• Ability to motivate, and influence in a matrixed environment• Operations and Cost management experience with ability to understand and communicate complex analysis, budgeting data, and business information• Fluent in English, with second European language highly desirable• Proven experience of Vendor contracts and negotiation principles desirable• Six sigma & COPC training desirable• Knowledge of telephony systems and limitations desirable• Experience of multi-source operations desirable • Travel will be required Perk #56: New ways to stretch your mind. No company thinks in as many directions, and on as many levels, as Apple. Mental workouts are a standard part of every workday. Learn more about Apple Inc.