SummaryPosted: Sep 27, 2024Role Number:200570247At Apple, we believe in hard work, a lively environment, and the kind of creativity and innovation that only comes about when talented people from a diverse group of backgrounds approach problems from varying perspectives. Inclusion is a shared responsibility and we hold ourselves and one another accountable for bringing everybody in. We believe each customer interaction is an opportunity to delight, engage, and encourage – and by focusing on the smallest of details, we can make big impacts with our customers. Building this environment within our outsource partner starts with YOU! This position will require a strong team player, a great communicator, and a business savvy individual who has an excellent understanding of the needs and challenges facing outsourcing partners and how they fit with Apple's unique customer focus and passion for excellence. Candidate must have a successful track record of managing and implementing complex cross-functional projects and programs, and acting as an effective bridge between strategy and execution. Must be a self-motivated, driven individual who is comfortable working in a global, fast-paced, sometimes ambiguous environment. A critical key to success is the ability to gain alignment by proactive partnering with all levels across the organization.DescriptionDescriptionOversees weekly commit levels by role/language for regional network Align with boundary teams, where applicable, to drive process improvement, change management Builds partnerships with internal regional directors, local management, and various functional departments to drive improvements for the extended regional network Hosts weekly 1:1s with partner leadership Ensures business continuity, disaster recovery planning Reviews business escalations to and from outsource partners in compliance with Apple policy Consolidates all regional operational issues and aligns with boundary teams to drive efficiency and standardization across the network Provides regional support for new partners, sites, geo expansion Facilitates knowledge share, global alignment of OSV best-practice exchange Provides Invoicing support Infrastructure oversightMinimum QualificationsMinimum QualificationsMinimum 5-10 years of demonstrated work experience in a contact center environment, project management, or vendor managementExceptional organization and project management skillsDetail-orientedProven ability to assess business needs, prioritize accordingly, and escalate appropriatelyExcellent communication and presentation skillsSkilled at resource balancing and conflict managementStrong analytical skills and experience using data to drive decision-makingProven ability to liaise with business stakeholdersStrong understanding and experience working with outsource vendorsKnowledge of negotiation principlesAbility to work with teams based in multiple regProficiency in English and Mandarin ChineseMakes space to listen, learn, and amplify diverse perspectives and experiencesActively seeks out opportunities to champion and celebrate inclusion and diversityKey QualificationsKey QualificationsPreferred QualificationsPreferred QualificationsJapanese is a plusAble to travel approximately 1-2 times per quarter, sometimes moreBachelor's Degree, or equivalent experienceEducation & ExperienceEducation & ExperienceAdditional RequirementsAdditional RequirementsMore