RPAC/Japan Staffing and Planning Manager

At Apple, we believe in hard work, a fun environment, and the kind of creativity and innovation that only comes about when talented people from diverse backgrounds approach problems from varying perspectives. We believe each customer interaction is an opportunity to delight, engage, and inspire – and by focusing on the smallest of details, we can make big impacts with our customers. Building this environment within our outsource partner starts with You!

Description

This position will require a strong team player, a great communicator, and a business savvy individual who has an excellent understanding of the needs and challenges facing outsourcing partners and how they fit with Apple's unique customer focus and passion for excellence. Candidate must have a successful track record of managing and implementing complex cross-functional projects and programs, and acting as an effective bridge between strategy and execution. Must be a self-motivated, driven individual who is comfortable working in a global, fast-paced, sometimes ambiguous environment. A critical key to success is the ability to gain alignment by proactive partnering with all levels across the organization.

Minimum qualifications

Excellent communication and presentation skills
Strong understanding and experience working with outsource vendors
Minimum 5-10 years demonstrated work experience in contact center environment, project management, or vendor management
BA/BS degree in business or related field

Preferred qualifications

Exceptional organization and project management skills
Detail-oriented
Proven ability to assess business needs, prioritize accordingly, and escalate appropriately
Skilled at resource balancing and conflict management
Proven ability to liaise with business stakeholders
Knowledge of negotiation principles
Ability to work with teams based in multiple regions
Passionate about customer experience