Jobs

The Sr. Manager of the WW Line Apple Store Customer Support/Operations Business Planning and Analytics team is responsible for building world-class people, process and tools to leverage Apple�s B2C customer contact, customer satisfaction surveys, and order fulfillment and supply chain data to identify, measure and track performance improvement opportunities across the On-Line Store, Customer Service, Logistics, and Supply/Demand teams. The BP & A lead will also assist in analyzing key data inputs (e.g., unit volume, average order value, order profile information, new product launch impact, supply availability, shipping lead times, customer contact timing, etc.) to improve the accuracy of the Customer Support/Operations forecast. Candidates must have a proven ability to work in a �start-up� like environment, to build teams and technology infrastructures, and to turn data into business intelligence with measurable cost savings.

Responsibilities

• Building and managing a business analytics team, with remote team members. Experience providing training to more junior analysts and/or business owners.
• Determining appropriate methodologies for reaching complex research decisions. Implementing globally.
• Analyzing primary customer research. Working with WW Apple Store Customer Research team to improve and advance customer satisfaction surveys across all regions.
• Managing and performing research analyses and data mining requests from cross-functional departments, both domestic and international.
• Integrating research findings into actionable business plans with detailed ROIs. Ability to model business cases to assess the impact of projects and new initiatives on the future growth of the business.
• Working globally with all levels of management and facilitate across multiple geographical regions to develop common processes and methodologies. Improving global forum to discuss progress and prioritize initiatives.

• Understanding of B2C order fulfillment data sources (e.g., customer booking information, shipment tracking systems, customer relationship management systems for issue logging, order cycle time, etc.)
• Knowledge of how to extract, clean, and manipulate data from multiple systems for complex analyses. Ability to manage team members thru these tasks.
• Understanding of data mart/warehouse design principals. Ability to participate as a thought-leader in cross-functional projects to implement global data warehouse.
• Understanding of advanced data mining techniques (Cluster Analysis, Regression, Pattern Matching, etc.) to identify the root cause (e.g., manufacturing, supply, vendor, supply chain, etc.) of customer contact behavior/issues.
• Writing complex ad-hoc queries and reports for end users. Ability to manage more junior analysts thru these tasks.
• Project management experience in both supporting and lead roles. Ideally, experience working for a Big 5 consulting firm. Global project management a plus.
• Operational �execution experience� in either Logistics, Planning, Manufacturing, or Order Fulfillment/Customer Services a plus.

• SAS, SPSS, SQL, Brio/Business Objects, Oracle Database, Unix, Omniture, SAP ERP, and PeopleSoft (Oracle) CRM

• PhD, MBA or MS Operations or Industrial Engineering preferred.
• Six Sigma training a plus.