Vendor Manager, Retail Customer Care

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 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 Japanese Preferred Qualifications BA/BS Degree in Business or related field Solid understanding of OSV contracts and negotiation principles COPC Registered Coordination Certification preferred Tableau Analytical Skill is a plus Flexible to travel