Apple is a place where extraordinary people come together with passion and dedication to build products and services that change the world. Are you excited by the idea of making a real impact? Do you thrive in fast-paced environments with lots of ambiguity? Do you excel in system and data analysis, and enjoy working cross-functionally to solve complex problems? If so, we want to talk with you! The AppleCare On-device team creates experiences in Settings to view device warranty and AppleCare coverage, purchase or handle AppleCare products, or launch into a service or support journey. We are constantly adding or improving our features and operations. Our system flows are complex, and it’s imperative that every customer receives the extraordinary interaction that AppleCare is known for. Our systems change as we evolve our platforms to launch new products, or make enhancements to improve scalability and efficiency. To achieve the highest level of rigor, we also consistently and proactively monitor our systems and data flows, and root-out unexpected results in our metrics.

DESCRIPTION

Analysis of complex business systems and transaction flows associated with the sale, enrollment, and billing of service and/or insurance products to improve the customer experience, increase operational efficiency and scalability, reduce churn, and reduce business risk. Analyze unexpected results to identify root cause and scope financial or customer impact of problems. Engage with multi-functional teams to address unexpected results, advocate for solution development and project manage process and system changes to prevent future exceptions. Take ownership and lead project management activities to ensure timely delivery, multi-functional alignment, and effective execution from design through implementation. Connect the strategic with the tactical, the systems and the operations and do so objectively. Present how people, processes and technology connect and relate, make the argument where there is opportunity for improvement and do so in a non-biased way. Present to leadership to communicate findings, risk assessment, cost impacts, customer impacts and path to resolution. Contribute to the design of scalable and robust system architectures for new business initiatives, ensuring alignment with technical and business requirements, identifying risks and opportunities, and deliver solutions that drive customer satisfaction and long-term value.

MINIMUM QUALIFICATIONS

• 7+ years experience with project management in technology spaces.
• Strong analytical skills with the ability to interpret complex datasets and deliver actionable insights.
• Able to navigate and pull data from SAP, other enterprise level data sources to perform necessary analysis.
• Understands and articulates the reason for measuring various transactional flows.
• Advanced Excel and Numbers skills, SQL and Tableau experience.
• Bachelor Degree in Analytics or related field.

PREFERRED QUALIFICATIONS

• Strong process management and reengineering skills.
• Experience crafting, working and/or growing business intelligence programs.
• Consistent track record of driving initiatives that support operational excellence.
• Experience collaborating with data engineering teams to evaluate available data and define business use cases that provide business insights regarding transactional flows.
• Comfortable with large volumes of data, ambiguous or “muddy” data.
• Advocate for new data sources as needed.
• Ability to understand and translate technical concepts into business impact.
• Ability to evaluate new system designs and processes to scope impact and provide feedback for improved efficiency or effective design.
• Detail oriented and able to multi-task with a high levels of ambiguity.
• Masters Degree in Analytics or related field.

Please refer the Job description for details