Regional Staffing and Planning Manager

At Apple, we believe in hard work, a lively environment, and the kind of creativity and innovation that only comes about when talented people from a diverse group of backgrounds approach problems from varying perspectives. Inclusion is a shared responsibility, and we hold ourselves and one another accountable for bringing everybody in. We believe each customer interaction is an opportunity to delight, engage, and encourage – and by focusing on the smallest of details, we can make big impacts with our customers. Building this environment within our outsource partner starts with YOU!

This position will require a strong team player, a great communicator, and a business-savvy individual who has an excellent understanding of the needs and challenges facing outsourcing partners and how they fit with Apple's unique customer focus and passion for excellence. Candidates must have a successful track record of managing and implementing complex cross-functional projects and programs, acting as an effective bridge between strategy and execution. Must be a self-motivated, driven individual who is comfortable working in a global, fast-paced, sometimes ambiguous environment. A critical key to success is the ability to gain alignment by proactive partnering with all levels across the organization.

Description

1. Oversees weekly commit levels by role/language for regional network.
2. Align with boundary teams, where applicable, to drive process improvement and change management.
3. Builds partnerships with internal regional directors, local management, and various functional departments to drive improvements for the extended regional network.
4. Hosts weekly 1:1s with partner leadership.
5. Ensures business continuity and disaster recovery planning.
6. Reviews business escalations to and from outsource partners in compliance with Apple policy.
7. Consolidates all regional operational issues and aligns with boundary teams to drive efficiency and standardization across the network.
8. Provides regional support for new partners, sites, and geo expansion.
9. Facilitates knowledge share and global alignment of OSV best-practice exchange.
10. Provides invoicing support and infrastructure oversight.

Minimum Qualifications

• Minimum 5-10 years of demonstrated work experience in a contact center environment, project management, or vendor management.
• Exceptional organization and project management skills.
• Detail-oriented.
• Proven ability to assess business needs, prioritize accordingly, and escalate appropriately.
• Excellent communication and presentation skills.
• Skilled at resource balancing and conflict management.
• Strong analytical skills and experience using data to drive decision-making.
• Proven ability to liaise with business stakeholders.
• Strong understanding and experience working with outsource vendors.
• Knowledge of negotiation principles.
• Ability to work with teams based in multiple regions.
• Proficiency in English and Mandarin Chinese.
• Makes space to listen, learn, and amplify diverse perspectives and experiences.
• Actively seeks out opportunities to champion and celebrate inclusion and diversity.

Preferred Qualifications

• Japanese is a plus.
• Able to travel approximately 1-2 times per quarter, sometimes more.
• Bachelor's Degree, or equivalent experience.