职位描述：
Summary：
Imagine what you could do here! At Apple, new insights 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 can be accomplished! 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 encourages 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.
Inclusion is a shared responsibility and we hold ourselves and one another accountable for bringing everybody in.
This position is responsible for operational performance of RCC’s(Retail Customer Care) OSV(outsource vendor) contact center partners in the Greater China.
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.
Description：
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
职位要求：
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 English and Chinese
Bachelor or above degrees
Preferred Qualifications：
Solid understanding of OSV contracts and negotiation principles
COPC Registered Coordination Certification preferred
Tableau Analytical Skill is a plus
BA/BS Degree in Business or related field
Flexible to travel
招聘部门：
Apple Support and Service
工作地点：
Shanghai, Shanghai, China
面试建议：
Apple这个供应商经理岗位与众不同之处在于它需要同时具备运营执行力和战略思维。面试官会特别关注你如何平衡日常供应商管理与企业级客户体验标准之间的张力，这要求候选人既能处理具体运营数据，又能站在苹果用户体验至上的高度进行决策。 建议重点准备三个维度的案例：首先是量化管理案例，比如你如何通过数据分析改进过某个KPI指标；其次是冲突协调案例，需要展示你如何处理过供应商与内部团队的利益分歧；最后是创新优化案例，准备一个你主导的流程改进项目。记住要始终围绕’提升客户体验’这个核心来组织故事，因为这是苹果文化的DNA。面试时不妨多使用’customer obsession’这样的苹果术语，但要注意用具体事例支撑。着装建议商务休闲即可，苹果更看重思想碰撞而非形式主义。
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