Summary

Posted: Jan 5, 2021

Weekly Hours: 40

Role Number:200213056

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and...Summary

Summary

Posted: Jan 5, 2021

Weekly Hours: 40

Role Number:200213056

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish.

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.

We are excited to announce an open position in the AppleCare Global Vendor Strategy (GVS) team as a Vendor Alliance Manager (VAM) for the Americas region.

This role is crafted to develop alliance between the GVS team, the AppleCare Partner Operations team, and the Outsourced Vendors (OSVs) in the AppleCare outsourced contact center network. The VAM will report to the Direction and Planning Manager in Global Vendor Strategy. The VAM is also a regional point of contact for other functional teams that have touch points into our vendor network, including GVS Governance and Risk & Compliance, Forecasting & Analytics, and Corporate Procurement.

This position will be located in Austin, TX.

Key Qualifications

• Excellent communication skills and ability to present to a senior level audience
• Ability to distill complex challenges into a cogent strategy, and to present the strategy using content and talking points in a way that can be consumed by a broad audience
• Proven vendor management and/or account management and/or proven experience in or outside of Apple
• Contact center operations knowledge
• Strategic planning skills
• Dynamic interpersonal skills to navigate at multiple levels of engagement
• Highly organized and able to make decisions based on a broad set of variables, quickly and efficiently
• Experience with influencing without direct authority, and working with partners
• Ability to work well with business owners to understand business needs and objectives
• Ability to work autonomously, and to collaborate optimally with a peer group
• Travel requirement is 50%

VAM Responsibilities are:

Sourcing: The VAM is responsible for sourcing new contact centers and capacity with existing and new suppliers. This includes on-site assessments, working with Corporate Procurement during negotiation, securing expansion capacity, etc., to meet forecasted demand

Strategic decisions: For their region, the VAM is responsible for collaborating with the business team to drive strategic decisions around where to put headcount, where to add programs or where to remove business

Planning: The VAM has a strategic role within the region, engaging in Apple Internal initiatives as they relate to the vendors regionally and globally

Vendor strategic discussions: The VAM will engage in strategic discussions with vendor executives within the region, including collecting information, communicating changes, updates, etc.

VM communication: The VAM is the key point of contact for the Vendor Management team regionally as it relates to strategic direction and non operational issues. This includes governance, compliance, escalations, conflicts, commercial agreements, risk assessment etc.

Examples of VAM

RESPONSIBILITIES:

Contributing to the monthly capacity planning process across language, channel, LOB, and supplier
Supplier strategic relationship ownership
Engagement with Vendor Manager counterpart
Capacity planning reporting and analytics

Education & Experience

Bachelor's Degree, or equivalent experience

Additional Requirements