We are excited to announce an open position in the AppleCare Global Vendor Strategy (GVS) team as a Vendor Alliance Manager (VAM) for the Americas region. This role is designed to further alliance between the GVS and Operational teams and AppleCare's outsourced contact center network. The VAM will report to the Direction and Planning Manager in Global Vendor Strategy. This role will also work very closely with the Regional Lead and the regional Partner Operations Manager to align worldwide strategy with the current operational needs in region. In addition, the VAM is the regional point of contact for other members of GVS, including the Governance and Compliance teams, as well as Corporate Procurement as it relates to contract negotiations.
You have excellent communication skills, proven vendor management and/or relevant experience in or outside of Apple, operational knowledge, strategic planning skills and dynamic social skills to navigate at multiple levels of engagement
You are highly organized and able to make decisions based on a broad set of variables, quickly and efficiently
You have experience with influencing without direct authority, and working with partners. Ability to work well with business owners to understand business needs and objectives
VAM Responsibilities are:- Sourcing: responsible for sourcing new contact centers and capacity with existing and new suppliers. This includes on-site assessments, working with Corporate Procurement during negotiation, securing expansion capacity, etc., to meet contact center demand.
Strategic decisions: For their region, you will be responsible for collaborating with the business team to drive strategic decisions around where to put volume, where to add programs or where to remove business.
Planning: strategic role within the region, engaging in Apple Internal initiatives as they relate to the vendors regionally and worldwide.
Vendor strategic discussions: engage in strategic discussions with vendor executives within the region, including collecting information, communicating changes, updates, etc.- VM communication: point of contact for the Vendor Management team regionally as it relates to strategic direction and non-operational issues. This includes governance, compliance, partner concerns, conflicts, commercial agreements, risk assessment etc.Examples of VAM responsibilities:
Sourcing new contact centers with new and existing Suppliers. Working with Procurement to initiate commercial agreement changes, MSOW updates, new important metrics, amendments, site openings, closures, program additions or removals.- Engaging with GVS Governance team, providing feedback on scope of work changes and any changes or updates to the operations manual.- Handle executive issues and disputes to closure with various parts of Apple including but not limited to the Vendor Management team, invoicing issues, change management requests, strategic quality, supplier responsibility, contact centre security requirements, operations manual and MSOW/MSA requirements.- Capacity collection and assessment
Building links with other internal groups who work with our partners both within AppleCare and beyond.
Bachelor's Degree, or equivalent.