AMR Vendor Strategy Direction & Planning Manager
Austin , Texas , United States
Support and Service
Posted: Oct 12, 2021
Weekly Hours: 40
Role Number: 200297078
At Apple, we believe that hard work, a fun environment, creativity and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage and inspire - and that by focusing on the smallest of details, we can make big impact with our customers. Building this environment starts with you! AppleCare Global Vendor Strategy (GVS) team is seeking a Direction & Planning Manager to lead our AMR Team in strategic planning for our Outsource Vendor network. This manager will lead the Vendor Alliance Managers and the Implementation Managers in region, aligning with best practices established globally for the team. The key to this role is ensuring that headcount needs are met in the short, medium and long term in support of voice, chat and email support channels in all languages supported. As GVS owns the executive relationship with our suppliers, the role will develop strong relationships with our existing and potential partners. This team acts as an escalation channel for our internal business teams that engage with suppliers directly, as well as with our supplier executives on engagement issues that can arise in this space. This role is located on our campus in Austin, Texas.
- 5+ years people management experience
- 8+ years vendor management experience, contact center vendor experience preferred
- Demonstrated ability building and maintaining relationships
- Strategic planning and execution, client relationship management
- Analytical skills and strong attention to detail
- Passionate about the customer experience
- Travel will be approximately 1-2 times per quarter, sometimes more.
The D&P manager will work with his/her team to assess capabilities, explore offerings, understand local complexities and needs, and will work closely with our Corporate Procurement team in conducting RFPs, exploratory sourcing, etc. This person will also engage closely with the internal business stakeholders including AppleCare Exec Leaders and particularly with our Partner Operations Team, Regional Leaders in addressing strategic partnership issues or concerns. Other engagement points include the GVS Governance team for SOW and commercial agreements, Supplier Responsibility, Risk & Compliance, and Security.
Education & Experience
Masters degree preferred, Bachelors degree or equivalent experience required