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AppleCare is a key part of the Apple ecosystem, providing integrated support and service that empowers our customers, helps them get the most from their Apple product and contributes to our industry-leading customer loyalty. As part of the Worldwide AppleCare organization, the AppleCare Latin America & Caribbean (ALAC) Distributor Lead (based in Coral Gables, FL), will be responsible for overseeing the relationship with our Distributor for the Central, South America and Caribbean countries and driving performance in their operations.
AppleCare is seeking a skilled operations professional with channel and vendor management experience who will work closely with the ALAC Field Service organization and the AppleCare Logistics team to ensure execution of all activities performed by the Distributor that directly support our Service Provider network in the region. The primary role will be to deeply understand the overall channel strategy for delivering a premium service level to our customers and achieve the highest Customer Satisfaction levels possible. Key requirements include working cross-functionally with Logistics, Programs, Materials Planning, CSS, CSO, Finance, Trade Compliance and other teams in ensuring product availability, channel partner network management, process improvements, labor payment to ASPs and adherence to contractual agreements. This position reports directly to the ALAC AppleCare Field Service Sr. Manager.
You have a confirmed ability handling external partner relationships, drive performance and process improvements and lead or collaborate on cross-functional projects across the ALAC region. An understanding of the country landscape and its complexities around import/export regulations, tax applications and general business environment is important to the role.
Minimum of 8+ years operations management, channel or account management experience in post-sales services within the technology sector.
Demonstrated ability to work in a complex environment with multi-channel and multi-partner engagements.
Confirmed ability to handle vendor relationships and engage in performance management and rate negotiations for new services and contract renewals.
Familiarity with ALAC business culture.
Ability to influence internal support teams and channel partners using positive relationship and communication skills.
Experience leading multiple successful vendor-partner relationships.
Acclimate quickly to add value to the Field Service team by partnering to deliver standard and custom service/support solutions to ASP partners and consumers.
Excellent leadership, presentation and analytical skills.
Evaluate and analyze reporting performance data on a regular basis and make recommendations for improvements.
Communicate concisely and clearly, both orally and in written form in English and Spanish.
In this role you will collaborate closely with all ALAC Field Service channel and support teams; act as an extended team member integrated into all aspects of the Distributor operation to fully support the needs of the service channels.
Lead reviews with Distributor and other external partners on a weekly, monthly & quarterly basis to ensure performance levels and initiatives are met.
Partner with Procurement on any negotiations for services provided by Distributor and other partners.
Collaborate with Materials (GSSC) on ensuring Fill Rate goals are achieved.
Lead Financial processes (PO to Payment) for services rendered by Distributor partners.
Support the AppleCare Field Services strategy and implementation plan where needed.
Maintain a strong understanding of Apple's service and support business and policies.
Collaborate with and influence senior-level Apple executives to support AppleCare Service goals
Work with AppleCare extended teams on service/support operational and administrative issues
Demonstrate success in interacting with and achieving results from internal and external senior executives
Passion for customer experience and for delivering the best support experience
Maintain deep knowledge of the AppleCare business in ALAC to prepare performance reports and analysis to AppleCare leadership team on a regular basis
Identify relevant changes in country business & political environments, trade compliance, and other factors that may impact AppleCare operations.
Education & Experience
BA in Business or related field or equivalent experience