WW RCC Business Operations Analyst

Apple • Austin, TX

16h

About The Position

The Apple Store Online team is responsible for Apple’s largest store, aiming to deliver a magical, personal digital experience where customers can shop, buy, and learn everything Apple, wherever they are. Each customer should feel like they are our only customer, and the team's job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people. The WW RCC Business Operations Analyst role is within the Americas (AMR) Business Operations Team, focusing on Retail Customer Care (RCC) performance and decision support. The decision support team uses data and quantitative techniques to act as a consultant, providing insights and recommendations to inform the organization's innovation strategy and drive operational performance improvements at vendor and Apple contact center sites.

Requirements

• Bachelor’s degree in computer science, mathematics, engineering, statistics, econometrics or other quantitative field.
• 8+ years of professional experience in advanced analytics, data science, or machine learning.
• Demonstrated ability to translate business objectives into analytical frameworks and measurable outcomes.
• Proven experience defining, developing, and implementing KPIs or operational metrics frameworks, especially for new programs, systems, or technologies where measurement frameworks don't yet exist.
• Experience aligning cross-functional stakeholders on definitions, documenting calculation methodology, and maintaining data consistency across teams and over time.
• Demonstrated ability to engage directly with business stakeholders, understand operational needs and business impacts, and translate those needs into precise analytical requirements, data models, and reporting solutions.
• Advanced SQL proficiency.
• Experience with Python for data analysis and manipulation.
• Proficiency in data visualization tools (Tableau preferred).
• Ability to translate complex findings into clear, actionable insights and recommendations for both technical and non-technical audiences, including senior leadership.
• Proven ability to take initiative, build trust, and develop strong working relationships with cross-functional teams and business partners.
• Comfortable influencing decisions, navigating an organization, and driving alignment across competing priorities without direct authority.
• Demonstrated ability to approach ambiguous, complex business problems with curiosity and structured problem-solving.
• Ability to translate undefined challenges into clear analytical frameworks and actionable recommendations.
• Ability to remain calm and adaptable under pressure.
• Hands-on experience with text analytics, NLP, and sentiment analysis.
• Experience working with conversation or transcript data at scale.

Nice To Haves

• Master's degree in a quantitative field.
• Familiarity with cloud data platforms, particularly Snowflake and AWS.
• Hands-on experience working with Snowflake, Hadoop, Apache Airflow.
• Experience optimizing SQL queries on large data.
• Snowflake AI and Tableau AI experience.
• Experience in customer experience analytics, contact center operations, or customer interaction measurement.
• Hands-on experience leveraging LLMs/Generative AI to improve productivity and generate new insights.
• Previous experience in stakeholder management and large-scale cross-functional project work.

Responsibilities

• Act as the analytical backbone of RCC AMR Operations, partnering directly with business leaders to understand performance challenges, define success, and translate needs into data solutions.
• Own the end-to-end development and implementation of KPIs and metrics frameworks across structured and unstructured datasets.
• Build scalable data infrastructure to track, surface, and act on metrics in real time.
• Connect business strategy to technical execution, delivering insights and frameworks in service of clear, measurable business outcomes.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior