Job Responsibility:
• Define, measure and track performance, ensuring end-to-end visibility of metrics, and driving consistency across regions
• Perform quantitative analysis to turn data into actionable insights, establish and implement new operational frameworks.
• Collaborate with functional teams to support strategic and tactical initiatives.
• Business Reviews - Participate, initiate and facilitate business reviews as required.
• Support the development of specific performance dashboards to deliver insights the business expects.
• Simplify data reporting to ensure accuracy and integrity.
• Identify metrics for evaluating new programs and projects.
• Proactively seek out expertise from SME’s to assist in making sound decisions.
• Find opportunities to automate and streamline processes.
• Work with the BI team to automate and streamline processes related to data management.
• Partner with Apple Online Store and RCC leadership on capital projects.
Key Qualifications:
• 2+ years of experience in operations, analytics, management consulting, corporate strategy, or equivalent experience in a technology company
• Bachelor’s degree in mathematics, finance, statistics, economics or other quantitative area
• Ability to answer complex questions through data, analysis, and clearly communicate findings to cross-functional teams.
• Attention to detail and the ability to handle complex processes.
• Distinctive problem-solving skills and project management skills.
• An affinity to “talking with numbers”; inherent aptitude to quantify and support conclusions with data.
• Advanced Excel, SQL and Tableau knowledge required.
• Experience in performing statistical modeling and analysis, knowledge in Python, R is a plus.
• Excellent communication, presentation skills and ability to explain complex data and charts in a concise manner.
• Ability to maintain a positive attitude in high stress situations and multitask in an extremely dynamic and cross functional environment.
• Good work ethic and ability to lead multiple initiatives and meet deadlines and timelines.
• Experience in and knowledge of Contact Center metrics, processes and reporting tools a plus.
