Tableau Developer Analyst, Retail Customer Care
Imagine what you could do here! The people here at Apple don’t just create products — they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work.
Here on the Apple Store Online team, we are responsible for Apple’s largest store! Our main goal is 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 our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things.
In this role, you will be a part of the Global Business Operations team, with a particular focus on Retail Customer Care performance and decision support. Using data and quantitative techniques, the decision support team acts as a consultant to provide insights and recommendations to drive operational performance improvement at vendor and Apple contact center sites. The successful candidate will identify business problems and translate those into analytical questions, and perform rigorous descriptive / predictive analysis of contact center operational metrics to inform Retail Customer Care management on operational processes and programs effectiveness. The candidate should possess solid business sense, strong quantitative and technical background and have superb communication skill to influence and build relationship with wide range of cross-functional partners.
- Have full ownership of designing, developing, enhancing and maintaining data models for automated reports and dashboards using industry standard visualization tools such as Tableau to track key trends of metrics and generate insights on demand, staffing and quality performance. Individual will be responsible for end to end testing to validate data accuracy and will develop access strategy and maintain user access.
- Define key performance indicators for Retail Customer Care operations ensuring end-to-end visibility of metrics and driving consistency across regions. Operate as a key data strategist to identify and integrate new datasets generated from new processes, and work closely with cross-functional teams to design and implement data pipelines.
- Apply statistical techniques on large disparate data sources to develop automated quantitative models that will forecast quarterly KPI targets for operational teams. Collaborate with cross-functional teams to incorporate upcoming program change impact into the model to generate KPI targets that align with strategic business goals, driving motivation and productivity within operational teams.
- As needed meet internal and cross-functional teams across various regions during overlapping business hours to drive positive collaboration for both strategic and tactical initiatives including capital projects and automated data management solutions that will improve team efficiency and productivity.
- Present insights and recommendations to senior leadership, translating complex data into clear narratives. Conduct ad-hoc analyses using both structured and unstructured data as needed.
- As a subject matter expert on Tableau and databases, learn new product offerings, product features and techniques to support organizational migration to improved technological solutions and educate cross-functional teams as needed.
- Bachelor’s degree in engineering, mathematics, finance, statistics, analytics or other quantitative area, master’s degree a plus.
- 5+ years of professional experience in operations, analytics, management consulting, corporate strategy, or equivalent experience. Contact Center experience preferred.
- 3+ years of proven data analytics experience including strong knowledge across these tools and languages: Tableau Desktop, Tableau Prep, Tableau Server, SQL and Excel for data collection, storage, cleaning, preparation, analysis and visualization.
- Effective presentation and communication skills, including ability to explain complex data and charts in a concise manner and influence and engage with senior leadership.
- 8+ years of professional experience in operations, analytics, management consulting, corporate strategy, or equivalent experience. Contact Center experience preferred.
- 5+ years of proven data analytics experience including strong knowledge across these tools and languages: Excel, Tableau Desktop, Tableau Prep, Tableau Server and SQL for data collection, storage, cleaning, preparation, analysis and visualization.
- Familiarity with AWS and Snowflake and experience in Python is preferred.
- Proven problem-solving, partner management and cross-functional project work experience.
- Comfortable to work independently with good work ethic and attention to detail.
- Ability to stay positive in high stress situations and balance multiple tasks in a dynamic environment.
- Curious and self-motivated individual who is highly interested to develop new skills and learn new technologies.