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Vendor Manager - Retail Customer Care

Apple· Support and Service
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YokohamaFull-timePosted 6mo ago

About the role

Responsible for the operational performance of RCC’s OSV (outsourced vendor) contact center partners in Japan. Manages day-to-day business execution, sets strategic directions to gain OSV commitment, identifies risks, drives solutions, and develops initiatives to improve operational performance aligned with the customer experience.

Responsibilities

  • Drive outsourced vendor operational excellence and service delivery by Apple standard
  • Align with Apple internal support groups and provide feedback on processes, procedures, call drivers, staffing etc
  • Facilitate and review daily, weekly, monthly and quarterly performance metrics and trending to ensure alignment with business expectations, develop action plans, as required
  • Drive initiatives/projects to uplift network performance, either by fixing problems or optimizing to the next level
  • All-round ramp plan implementation based on headcount forecast

Qualifications

  • Minimum 5 years of shown work experience in large-scale contact center environment including sales, customer service or technical support management across phone, chat and email channels
  • Strong result-driving capability
  • Analytical problem-solving skills
  • Well developed oral and written communication skills
  • Curiosity on digging into details and extract actionable recommendation to improve customer experience
  • Ability to interpret sophisticated business information and perform data analysis to drive measurable results
  • Ability to work in a fast paced, challenging environment
  • Makes space to listen, learn, and amplify diverse perspectives and experiences
  • Actively seeks out opportunities to champion and celebrate inclusion and diversity
  • Fluent in both Japanese and English
  • Solid understanding of OSV contracts and negotiation principles
  • COPC Registered Coordination Certification preferred
  • BA/BS Degree in Business or related field
  • Tableau Analytical Skill is a plus
  • Flexible to travel

Skills

Required:Vendor managementData analysisCommunicationNegotiation

Benefits

  • Apple benefits (as described generally in Apple postings)
Last updated Oct 9, 2026. Interested? Apply on the company site.

About Apple

Discover the innovative world of Apple and shop everything iPhone, iPad, Apple Watch, Mac, and Apple TV, plus explore accessories, entertainment, and expert device support.

Discover the innovative world of Apple and shop everything iPhone, iPad, Apple Watch, Mac, and Apple TV, plus explore accessories, entertainment, and expert device support.

AirPods Max 2Apple ArcadeApple CardApple Fitness+Apple MusicApple TVApple TV+Apple Watch Series 11
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