Global Operations Specialist, Customer Systems
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Summary
Apple is a place where extraordinary people gather to do their best work. Together we craft products and experiences people once couldn’t have imagined — and now can’t imagine living without. If you’re motivated by the idea of making a real impact, and joining a team where we pride ourselves in being one of the most diverse and inclusive companies in the world, a career with Apple might be your dream job! Information Systems & Technology (IS&T) Customer Systems team enables meaningful connections between customers and Apple by delivering many of the applications and technologies used at Apple globally. As a Global Customer Systems Operations Specialist at Apple, you will play a critical role in ensuring the seamless operation of our customer service systems worldwide. You will be responsible for optimizing processes, implementing best practices, and driving continuous improvement to deliver exceptional service to our customers.
Description
In this role you will:
- Oversee daily customer systems operations to ensure alignment with global strategies and objectives. Analyze operational data to identify trends, areas for improvement, and opportunities to enhance customer satisfaction.
- Collaborate with cross-functional teams, including contact center technologies, support and application development, to streamline customer systems processes.
- Cover events management as well as incident and problem management which includes prioritizing issues while negotiating and managing expectations with cross functional teams, communicating critical information and statuses to stakeholders and senior management in a timely manner.
- Develop and maintain standard operating procedures (SOPs) for customer systems activities, ensuring consistency and compliance across all regions.
- Drive initiatives aimed at improving response times, resolution rates, and overall service quality.
- Monitor and report on key performance indicators (KPIs), providing insights and recommendations to leadership.
Minimum Qualifications
- Minimum of 2 years of experience in customer service operations, preferably in a global or multinational organization.
- Ability to work in a fast-paced, dynamic environment and manage multiple priorities effectively.
- Excellent communication and interpersonal skills, with the ability to influence and lead cross-functional teams.
- Strong analytical skills with the ability to interpret complex data and translate it into actionable insights.
Preferred Qualifications
- Bachelor's degree in Computer Science, or a related field.
- Demonstrate leadership and maintain grace under pressure.
- Pro-active, with a strong sense of ownership and responsibility.
