AppleCare Support Business AnalystCary,North Carolina,United StatesSupport and ServiceThe 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! As a part of the AppleCare Support organization, you will drive outstanding customer support experiences while also identifying cost-saving measures and organizational improvements. To be successful in this role, you must possess strong analytical skills and be able to efficiently communicate your insight to the highest levels of the company. Strong public speaking/presentation skills, and command presence is a must. This role will primarily be supporting Executive Relations and driving operational efficiency through comprehensive data analysis and reporting, transforming raw data into actionable insights, collaborating across functions, and contributing to strategic decision-making.DescriptionThis role will be tasked with analyzing data and processes to gain insights that improve operations of the global contact center support business. This includes synthesizing data and helping to align teams across our organization. You will become a domain expert in the related lines of business and will use that knowledge, combined with your eye for business, to determine what is most important in the data and what we as a team should be focusing on. Through this you will work to identify, evaluate, and prioritize opportunities to drive efficiency and create higher quality experiences for the customer. You should be comfortable supporting, collaborating and communicating with senior leadership teams and a have a demonstrated ability to build strong working relationships through active listening, delivering promised results, and establishing trust. You will collaborate with many cross-functional teams including HR, Finance, and Training, among others. We’ll expect you to question and challenge legacy processes — all with the goal of improving our AppleCare business.Minimum Qualifications
3+ years of data analytics experience
Good eye for business is more relevant than Big Data skills, as we are looking for the ability to see beyond the data to translate information into actionable business insight
BA/BS in mathematics, economics, finance, business, statistics, engineering, or operations research or equivalent experience.
Proven ability with SQL, Tableau, and Excel
Demonstrated experience with quantitative and financial analysis, with the skills for synthesizing complex data into key insights that drive informed decisions
Strategic at communicating complex quantitative analysis in a clear, detailed, and actionable manner to senior leaders
Comfortable with ambiguity and muddy data, realizing the limitations of small samples; also comfortable working with large volumes of data
Ability to multitask in an extremely dynamic environment, regularly balancing ad-hoc requests with long-term projects and initiatives
Strong writing, visualization, and interpersonal skills
Comfortable working multi-functionally and across organizational levels in different geographies
Experience and familiarity with Apple's products
Key QualificationsPreferred Qualifications
5+ years of data analytics experience
Proven ability with SQL, Tableau, and Python; high level proficiency with Excel
MBA/MS in mathematics, economics, finance, business, statistics, engineering, or operations research
Education & ExperienceAdditional Requirements
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. (https://www.eeoc.gov/sites/default/files/2023-06/22-088EEOCKnowYourRights6.12ScreenRdr.pdf)
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