Repair Operations Center (ROC) Analyst, AppleCare (exp. w/SAP, data analysis)

Summary

Posted: Jul 19, 2024

Role Number:200549437

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 inspires 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 Repair Operations Center team is looking for an experienced, passionate, self-motivated, and hard-working Analyst, to be part of a diverse, fast-paced and high-impact team! We monitor the repair life-cycle from end to end proactively identify issues that impact the repair process. We focus on early-warning detection, performing analytics to pin-point root-cause & impacts, working cross-functionally to drive solutions with partners to reduce any negative impacts and enable a seamless customer experience. Our vast knowledge of AppleCare products, repair strategies, business processes, systems, and tools, enables us to support multiple channels & lines of business. This is a highly visible role, interacting with business partners, IS&T teams, and Sr. Leadership. You must have a solid business acumen, be naturally curious with the ability to see around corners, possess excellent analytical skills, be able to effectively communicate and collaborate at all levels, have a passion for innovation, and have a successful track record of driving solutions.

Description

Achieve and maintain a comprehensive understanding of AppleCare business, transactional processes, repair strategies, supply chain models, procedures, and systems Proactively identify gaps & errors in system functionality and processes by monitoring aging repairs, repair turn around time, transactional integrity trends, and emerging issues Perform analysis, identify root-cause & top drivers, work with partner teams to drive solutions, and improve the customer experience Recognize and act on opportunities for automation, integration, and standardization of regional/global processes Make sound decisions based on a mixture of analysis, experience, and judgment Provide data as required by management for periodic status reporting and communicate findings to partners and Sr. Leadership Field and resolve partner escalations, as well as execution of some administrative tasks Work cross-functionally with other departments to ensure business needs are addressed Participate in and drive projects as needed Successfully meet or exceed all team metrics/standards, understand and contribute to the achievement of organizational goals

Minimum Qualifications

• At least 2 yrs hands on experience with SAP or any other enterprise systems exp is a plus.
• Excellent analytical skills and experience with business/data analysis - 2 yrs or more data analysis experience is required
• Ability to translate ambiguous information into analytical insights with proven track record of successfully using data to influence change
• Creative problem solving skills and the ability to navigate competing priorities
• Able to quickly gain credibility and marshal resources in a global organization, including influencing decisions, and facilitating change management through collaboration and leadership
• Able to identify and influence new innovative ideas to improve processes, tools, and performance
• Experience in presenting to peers and senior leader
• Excellent written and verbal communication skills
• Bachelor’s degree or equivalent work experience

Preferred Qualifications

• High degree of professionalism and ability to maintain a positive attitude in a dynamic and fast-paced environment
• Ability to build relationships across many channels and functions to drive success
• Able to quickly gain credibility and marshal resources in a global organization, including influencing decisions, and facilitating change management through collaboration and leadership
• Critical thinker with attention to details
• Previous experience with AppleCare repair strategies, supply chain mode