Apple Support Analytics is looking for an intensely curious, analytically-oriented professional to join us in a senior business analytics role focused on improving the operations of a massive global contact center support business. Ideal candidates will have a passion for conducting research, answering high impact business questions with data, and presenting their findings and recommendations to key decision-makers across the region and globally. Successful candidates will unearth improvement opportunities that improve contact centre efficiency, quality, or productivity and provide recommendations for actions that drive cost-savings and other meaningful business improvements. You should be comfortable supporting, collaborating and communicating with senior leadership teams and a have a demonstrated ability to build strong working relationships through active listening, delivering promised results, and establishing trust. You will collaborate with many cross-functional teams including HR, Finance, and Training, among others. We'll expect you to question and challenge legacy processes all with the goal of improving our AppleCare business.
Minimum Qualifications
- 3+ years of data analytics experience.
- Demonstrated comfort communicating complex quantitative analysis in a clear, detailed, and actionable manner to senior executives and leaders with the ability to challenge respectfully while maintaining very strong relationships.
- Capacity to build strong working relationships through active listening, delivering promised results, and establishing trust.
- A strong eye for business is as relevant as Big Data skills as we are looking for the ability to see beyond the data to translate information into actionable business insight.
- Strong business acumen and consumer focus with demonstrated ability to think strategically and act tactically, with a strong sense of urgency to resolve issues.
- Exceptional capacity for writing and conversing with an executive audience.
- Demonstrated experience with quantitative and financial analysis, with the skills for synthesizing complex data into key insights that drive informed decisions.
- Proven ability with SQL, Tableau, and Excel.
- BA/BS in mathematics, economics, finance, business, statistics, engineering, or operations research -- or equivalent experience.
- Ability to multitask in an extremely dynamic environment, regularly balancing ad-hoc requests with long-term projects and initiatives.
- Comfortable working multi-functionally and across organizational levels in different geographies.
- High level of professionalism, energy and sense of urgency to make things happen.
Preferred Qualifications
- 5+ years of data and business analytics experience.
- Expertise in the Apple Support business, or contact centers more broadly.
- Proven technical expertise in Python, R, and other data science tools.
- Lean Six Sigma expertise.
- Experience and familiarity with Apple's products.
