Senior Manager - Pacific AFO - Apple - Singapore

Job description
Reporting into the Vice President, Pacific Operations and the Senior Director, Global AFO, you will be responsible for providing strategic direction and leadership to ensure world-class, customer-centric sales support, at best-in-class costs, for all the Apple on-line stores in the Pacific region.

Key Qualifications

Minimum 10-15 years of supply chain experience with at least 3-5 years management experience in a high volume e-commerce environment
Strong People Management Skills, with the ability to manage remotely and cross culturally
Proven abilities in supplier management, partnership development and negotiations
Ability to balance customer satisfaction with operational metrics in a highly dynamic environment

Description

The scope includes product/store readiness (setting up of new on-line stores and launching new products), order management (backlog / order fulfillment), support quality (customer communications), and resource/capacity planning.

Your team will act as the “voice of the customer” to identify and feedback process improvement opportunities to Logistics, Telesales, Apple Store, Apple Care, and other key cross functional partners.

Aligned with Apple’s global strategies and WW functional teams, your team will lead process initiatives to continually enhance the service levels and efficiencies of the on-line store operations and customer support. Excellent vendor relations and management will be key to the successful achievement of your team's business goals.

You will manage a regional team based in Singapore. You will partner closely with cross-functional leads in Sales, Finance, Planning, Logistics, Systems and Process, Information Technology, Apple Care within Pacific as well as Apple’s European and Americas regions, to effectively support the growth of Apple's online stores in Pacific.

Main Responsibilities

Develop suitable process and appropriate strategies to drive operational excellence in infrastructure and order management across Apple’s online stores in the Pacific region

Providing daily focus on proactive delivery management, e.g., exceptional logistics customer service; distressed delivery management, innovative on-line delivery and returns capabilities, ensuring world class order cycle time.

Managing executive escalation and voice of the customer (customer experience) programs focused on eliminating operational issues that drive customer dissatisfaction or process inefficiencies.

Executing demand generation activities flawlessly (Operations support strategies for Red Friday, Holiday and Scale Planning, new product introductions).

Lead regional team in delivering core KPIs. Collaborate cross-functionally to evaluate trends based on customer survey results, and key metrics to develop strategies, which will lead to an improved customer experience and increased demand.

Engage in projects representing the voice of the customer and architect reporting to measure success.

Be the focal point within Operations for all product launches concerning the online store partnering closely with readiness and order administration.

Develop relationships and engagement of internal customers to ensure that customer requirements are considered during the development and implementation of strategies and technologies.

Stay abreast of the latest developments in the market and move quickly to adopt or adapt any initiatives that would be of benefit to our customers and/or our business model

Education

An undergraduate degree in a related field. MBA will be viewed favourably

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