Americas Reseller Operations-Customer Support Account Manager - B&E Lead

Apple•Austin, TX

About The Position

Apple’s Americas Reseller Operations team is seeking a dynamic and motivated RO Customer Support Account Manager / Business & Education lead. The role combines business analytics and insights with management of a critical customer account. The successful candidate will help drive infrastructure strategy and implementation, develop insights and solutions for the Business & Education market, and identify and lead process and system improvements within AMR Operations and in partnership with Sales and other regions to scale the B&E management system. The role requires becoming an authority on supply chain KPIs and complexities to optimize B&E channel health and contribute to run-the-business alignment discussions and planning. The position also aggregates channel insights, supports sell-through optimization, standardizes account deliverables, collaborates across regions on initiatives and reporting requirements, and helps take cross-functional projects from concept through implementation. Success includes using data analysis to identify process improvements and establishing measurement frameworks that drive corrective action and improve customer experience.

Requirements

Bachelor of Science in Supply Chain, Business, Finance, Economics, Marketing, Engineering, or a relevant field.
At least 5 years of relevant Operations experience.
Extensive experience with reporting, data mining, and ad hoc analytics tools.
Ability to comprehend and work with large quantities of data from a variety of sources.
Advanced Excel skills, including use of macros.

Nice To Haves

MBA or advanced degree preferred.
Proven data-driven decision-making skills.
Ability to develop unconventional approaches and influence peers with data-driven models, including in sensitive situations.
Detail-oriented and self-motivated, with the ability to work independently and as part of a team.
Excellent presentation abilities.
Excellent listening, verbal, and written communication skills.
Process improvement experience, including Six Sigma or BPI; curiosity and a desire to understand how things work.
Ability to remain poised and positive in a challenging, fast-paced, rapidly changing environment.
Aptitude for synthesizing quantitative and qualitative data.
Ability to think strategically and execute operational strategies to achieve measurable improvements.
Experience driving large-scale programs and implementing measurement systems.
Core functional skills in program management, operations, supply chain, logistics, sales support, or business process mapping.
Reseller or telecommunications, supply/demand planning, and logistics experience is regarded favorably.
Passion, drive, self-belief, motivation, and a strong sense of urgency.
Ability to make decisions and deliver results under tight and stressful timelines, work with ambiguity, create in an unstructured environment, multitask, maintain end-to-end customer focus, and solve problems creatively.

Responsibilities

Develop expertise in supply chain KPIs and complexities to optimize B&E channel health.
Provide key inputs to business alignment discussions and planning, including weekly product reviews and quarter-end management syncs with cross-functional partners.
Build data-driven models and analyze data to drive the business and support key business decisions.
Aggregate B&E channel insights and influence business decisions to optimize sell-through.
Contribute to standardizing account deliverables.
Partner across regions on key initiatives and B&E reporting requirements.
Participate in cross-functional teams to take projects from concept through implementation.
Identify process improvement opportunities through data analysis.
Create measurement frameworks that drive corrective action and improve customer experience.
Lead or participate in cross-functional teams addressing business or systems issues.
Manage a critical customer account and drive business analytics and insights.