14 days old

AMR CSS Analytics Business Analyst

Austin, TX 78701
  • Job Code


Posted: Dec 1, 2020

Weekly Hours: 40

Role Number:200208632

The people here at Apple don't just craft products - they build the kind of wonder that's revolutionized entire ...Summary


Posted: Dec 1, 2020

Weekly Hours: 40

Role Number:200208632

The people here at Apple don't just craft products - they build the kind of wonder that's 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.

AppleCare Channel Service Support (CSS) is looking for a motivated Analyst to support the customer journey and AppleCare+ activities.

This role will be responsible for designing, analyzing, and interpreting data to identify improvement opportunities in CSS scope of customer support. This role is an opportunity for a self-driven individual to utilize their business acumen, data knowledge, and analytical skills to deliver creative, value-added solutions to new and pre-existing challenges for the AMR region. The role is expected to operate with a high degree of initiative, creativity, and leadership within divisional and departmental policy guidelines by using independent judgment in achieving assigned objectives.

Key Qualifications

  • Strong analytical skills
  • Experience with Tableau and other similar tools
  • Experience with Excel
  • Experience with SAP preferred
  • Multi-functional collaboration skills, strong drive, and able to influence partners (accountability without control)
  • Excellent written and verbal communications skills
  • Ability to build cross-functional and cross-channel relationships to drive success worldwide
  • Independent self-starter who can manage multiple priorities in a constantly evolving environment
  • Experience in reporting development and delivery
  • Ability to quantify strategic and tactical metrics to drive decisions and action based on data
  • Extensive experience in SQL and KPI reporting
  • Demonstrated experience designing and implementing reporting structure, focus, and standardization within a data focused environment, including the development of standardized methodologies across functions and regions
  • High comfort level with analyzing performance needs and expectations in order to anticipate upcoming analytical requirements or challenges
  • Great teammate with a positive demeanor, solid sense of emotional intelligence, and ability to be decisive
  • Willingness to work at a very detailed level while still being able to abstract ideas for communication to multi-functional teams and senior management
  • Committed to continuous process improvement and challenging the status quo


On this team, we monitor anomaly detection data, perform deep-dive investigations, identify trends, and drive actions. The Analyst will play a key role in producing measurable improvements for CSS teams by preserving and improving the customer experience, identifying solutions, and mitigating risks. Improvements will be achieved through root cause analysis, the creation of data focused models to support the decision-making process, alongside process improvement recommendations.

The ideal candidate will be adept in the use of statistical tools and techniques to identify process gaps, recommend solutions to allow for data-driven decision making, and have the ability to clearly and concisely articulate findings to senior leadership. A passion for driving excellence is a must.

Responsibilities include:
Analyze, validate, and curate data to drive improvements to customer support activities within CSS.

Develop clear and concise data summaries for CSS Leadership, illustrating trends and opportunities for improvement.

Keep a curious eye on future technology and look for innovative solutions to problems or new ways to achieve goals.

Education & Experience

AA/AS degree or BA/BS or equivalent experience.

Additional Requirements

Posted: 2021-01-02 Expires: 2021-02-01

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AMR CSS Analytics Business Analyst

Apple, Inc.
Austin, TX 78701

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