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Contact Center Vendor Manager, Apple Card & Apple Cash

Apple, Inc.
United States, North Carolina, Raleigh
June 16, 2022
Summary Posted: May 19, 2022 Weekly Hours: 40 Role Number: 200337767 The people here at Apple don't just create products - they create customer experiences that have revolutionized entire industries. It's the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it! The Apple Wallet, Payments, and Commerce team is rapidly growing, entering new markets and adding innovative new features to our products. This role focuses on leading contact center vendor relationships supporting the Apple Card and Apple Cash Operations team. You'd provide subject-matter expertise in supporting outsourced operations that balance customer and agent experience. Apple is committed to creating a diverse working environment for everyone and is proud to be an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, age, veteran or immigrant status. This role is full-time and can be located in either Raleigh, NC or Austin, TX. Key Qualifications Experience in the Financial services industry or retail banking or credit card operations including experience handling outsourced vendors. > 10 years of experience preferred with 5+ years in the financial industry and 5+ years of vendor management experience Strong experience in developing and overseeing the execution of a vendor management framework Ability to triage problems, root cause issues quickly and provide appropriate responses to key internal team members and partners Experience conducting root cause analysis of performance gaps, sizing upcoming performance risks and mitigations and balancing critical metrics in a fast-changing environment Ability to collaborate and communicate with different teams, apply influencing skills, and synthesize complex topics and distill key topics to senior leaders and partners Description * Develop strong working relationships * Work cross-functionally with internal groups and external partners to improve the quality of our services, efficiency and scalability of our operations * Drive performance and efficiency of outsourced vendor operations to ensure stability of customer service and support * Develop and drive improvements across internal and external partner processes and procedures to create best-in-class agent and customer experiences through collaboration, leadership and a customer-focused approach * Collaborate with Partners, Training, Quality, Compliance, AppleCare, and Recruiting teams to improve partner performance * Deliver cross-functional performance updates * Conduct regular business reviews * Identify areas of improvement within vendor operations while balancing agent experience and customer experiences * Role requires up to 25% + travel in future Education & Experience Bachelors degree or equivalent experience Additional Requirements