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Vendor Manager



Austin, TX, USA
Posted on Thursday, June 6, 2024


Role Number:200552398
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.


The AppleCare Vendor management team is seeking a Vendor Manager (VM) to drive the operational performance of outsource contact center suppliers in the AMR region. An AppleCare Vendor Manager leads Outsourced Support Vendors to deliver o the Apple brand promise and promotes a relentless pursuit of outstanding customer service experiences. This role is responsible for timely day to day completion of business requirements, cascading information, and setting the strategic direction for their Vendor/Supplier in alignment with AppleCare business priorities and Credo. Vendor Managers monitor and steer performance, develop, and tenaciously influence the achievement of AppleCare objectives in an efficient and procedurally compliant manner. Vendor Mangers balance the best interest of AppleCare with a mutually beneficial business outcome for the Vendor/Supplier through business strategy, execution of tactical programs, innovative projects and accountability. Focus on outstanding execution and accountability for achieving goals, and the cultivation of an unquestioning business relationship are the cornerstones of effective Vendor Management. The Vendor Management team is responsible for the operational performance of a portfolio of vendor partners, delivering voice, email and chat support to customers.

Minimum Qualifications

  • Below are additional responsibilities in scope for this role:
  • Operational Excellence:
  • Facilitate and encourage creativity that enables and empowers Vendors/Suppliers to build strategic plans and operational execution to successfully accomplish AppleCare business goals and meet or exceed detailed key performance indicators
  • Cultivate relationships and guidelines that prepare Vendor/Suppliers to lead their business and support their organizations to be successful in achieving current and future AppleCare goals
  • Review regional performance metrics and to develop action plans with target goals and timelines to address any gaps.
  • Actively address any business operation issues that affect the vendor’s ability to meet AppleCare business goals and objectives, or to implement our recommended operational practices. (i.e. telecom and data issues, call routing, operational procedures, reporting and forecast).
  • Lead enterprise-wide performance review calls as required by the business.
  • Review, influence and implement process improvement projects on operations issues to and from the vendor.
  • Provide timely feedback to the appropriate internal groups on Apple programs and procedures.
  • Facilitate periodic Business and Executive Reviews with internal teams and vendor partners.
  • Project Management:
  • Lead multiple projects across a range of LOBs and business functions in line with AppleCare goals or seasonal focus areas.
  • Actively identify and drive improvement initiatives and projects with clearly defined goals and deliverables.
  • Work closely with internal groups to understand legal, strategic and financial aspects of vendor relationships.
  • Partner with internal and external resources to achieve goals and expected outcomes.
  • Financial:
  • Ability to review vendor forecasts and capacity planning assumptions for accuracy and trend identification.
  • Review and approve vendor supplemental invoice costs.
  • Continually seek and implement strategies and initiatives for business improvement and cost efficiency.

Key Qualifications

  • At least 5 years in extensive contact center experience and/or management of outsourced suppliers, delivering customer facing support either on the client or partner side.
  • Ability to interpret complex analysis and business information.
  • Project management / business process reengineering experience
  • Experience to lead collaborative, cross-functional teams and business process initiatives to achieve an identified goals.
  • Experience modeling large amounts of information within a business process framework and applying it to inspire change and improvement.
  • Experience leading outsourced relationships across a wide range of hierarchy levels.
  • Effective negotiation skills and the ability to inspire change are also critical attributes.
  • Strong leadership, business acumen, influence and negotiation skills
  • Communicate in a concise, clear and consistent manner and ability to represent their results to senior leaders

Preferred Qualifications

Education & Experience

BA/BS Degree in business or related field or equivalent experience

Additional Requirements

  • Travel Required (10-40%)

  • Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant.