Vendor Manager - Retail Customer Care

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This position is responsible for operational performance of RCC’s(Retail Customer Care) OSV(outsource vendor) contact center partners in Japan.

The Vendor Manager is to manage day to day business execution, lead with strategic directions to gain OSV commitment, callout risk and drive solutions, and develop initiatives to improve operational performance aligned to the customer experience.

You must be a strong team player, a great communicator, and a business savvy individual who has an excellent understanding of the needs and challenges facing today’s outsourcing partners and how they fit with Apple's unique customer focus and passion for excellence.

Candidate must be self motivated with strong analytical, management and coordination skills to handle a variety of activities and complexities spanning across the organization. Candidate must be an effective negotiator and skilled at resource balancing and conflict management. Candidate must be able to act as a liaison between the business and outsource partners. A critical key to success is the ability to gain alignment by proactive partnering with all levels across the organization.

Drive outsourced vendor operational excellence and service delivery by Apple standard

Align with Apple internal support groups and provide feedback as appropriate on processes, procedures, call drivers, staffing etc

Facilitate and review daily, weekly, monthly and quarterly performance metrics and trending to ensure alignment with business expectations, develop action plans, as required

Drive initiatives/projects to uplift network performance, either by fixing problems or optimizing to the next level

All-round ramp plan implementation based on headcount forecast

Minimum Qualifications

• Minimum 5 years of shown work experience in large-scale contact center environment including sales, customer service or technical support management across phone, chat and email channels
• Strong result-driving capability
• Analytical problem-solving skills
• Well developed oral and written communication skills
• Curiosity on digging into details and extract actionable recommendation to improve customer experience
• Ability to interpret sophisticated business information and perform data analysis to drive measurable results
• Ability to work in a fast paced, challenging environment
• Makes space to listen, learn, and amplify diverse perspectives and experiences
• Actively seeks out opportunities to champion and celebrate inclusion and diversity
• Fluent in both Japanese and English

Preferred Qualifications

• Solid understanding of OSV contracts and negotiation principles
• COPC Registered Coordination Certification preferred
• BA/BS Degree in Business or related field
• Tableau Analytical Skill is a plus
• Flexible to travel