Sr. OSV Manager / 3110509

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:Primary Focus: The Sr. OSV Manager is responsible for the overall performance of our outsource partners. The Vendor Manager role is to be our outsourced partner’s single point of contact with Apple. The VAM has overall responsibility to ensure that services documented in the contract are performed at the level committed to in the contract as well as to address any issues in performing these services. Responsibilities:Operational Responsibilities- Review daily performance metrics to ensure they are within the specifications of the contract. If the performance metrics are out of spec, the VAM will follow up with the other VAMs and the outsourced partner to understand the issues and to develop action plans to close the gaps.- Address any business operations issues that affect the outsourced partner’s ability to meet the requirements of the contract. (i.e. Telecom and data issues, call routing, operational procedures, reporting and forecast).- Perform a weekly business review (WBR) comprised of the Apple and outsourced partner teams. The WBR agenda includes reviewing outsourced partner performance data for staffing and scheduling accuracy, FCR, Customer Satisfaction, ACES evaluations performed by the outsourced partner and Apple, AHT, APP sales performance, Training activities, Logging, and Telecom. The WBR is submitted to the Apple team in advance of the meeting.- Coordinate training activities, inventory audits, Apple onsite activities at the outsourced partner locations.- Work closely with the other internal centers to ensure that appropriate internal activities are also conducted at the outsourced partner locations (i.e. ongoing roundtables, etc)- Review and enforce business operations escalations to and from the outsourced partner. - Provide feedback to the appropriate internal groups on Apple programs and procedures that affect the outsourced partner’s ability to meet the requirements of the contract.- Facilitate the Quarterly Business Review.Performance and Process Improvement- Analyze business operations data (including but not limited to, First Call Resolution, Customer Satisfaction Surveys, and PS8 logging) to identify actionable trends.- Contribute to determining root causes of operational issues by utilizing a structured process improvement methodology.- Create action plans to effectively address root causes.Project Management- Assess opportunities and risk associated with worldwide markets.- Develop Request for Proposals used to evaluate new outsourced partners.- Work closely with other internal groups (procurement, legal) to develop the contracts used in our outsourced partner relationships.- Amend contracts as needed to reflect current business relationship.- Develop new outsourced partner site audit methodology.- Analyze RFP and site audit results and develop strategic outsourcing recommendations.- Participate in bidder’s conference and contract negotiations.- Manage new outsourced partner/new program implementation project plan.- Develop workable timelines- Negotiate with internal and external resources for milestones and expected outcomes. Financial- Review outsourced partner forecasts. Ensure timely delivery of forecasts to the outsourced partners.- Review and approve outsourced partner invoice.- Work with our outsourced partners to resolve any invoice discrepancies.- Develop and maintain business plan and budget.- Continually seek and implement opportunities for cost reduction.Requirements- Minimum 7-10 years of demonstrated work experience in a contact center environment including technical support management and/or customer service management with phone, email and chat solutions in a large inbound contact center.- BA/BS Degree in business or related field. - Strong working knowledge of international and domestic business practices.- Good knowledge of outsourced partner contracts and negotiation principles.- Strong understanding of cost and financial accounting principles.- Ability to interpret complex analysis, budgeting data and business information.Travel Required- 60%-75% 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.