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RCC Business Operations Analyst

Apple· Corporate Functions
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AustinFull-timePosted 2mo ago

About the role

Senior Analyst on the Americas (AMR) Business Operations Team for Apple Store Online, focusing on Retail Customer Care (RCC) performance and decision support. Builds KPI frameworks, collaborates with leaders, and delivers data-driven insights to improve operational performance for RCC Operations.

Responsibilities

  • Lead the end-to-end definition, development, and governance of operational KPIs and performance metrics for RCC Operations partnering with business stakeholders to understand priorities, document methodology, align global teams on consistent definitions, and build reporting infrastructure that delivers reliable, real-time visibility into business health and performance trends.
  • Serve as the primary analytical partner to Operations and senior leadership translating business objectives, impacts, and operational challenges into clear analytical and data driven narratives and provide recommendations to drive measurable business outcomes that moves the organization forward.
  • Conduct deep-dive quantitative analyses to surface performance trends, anomalies, root causes, and forecasting signals that impact operational KPIs and deliver findings as clear, actionable narratives and self-serve dashboards for both technical and executive audiences. Drive continuous improvement across Operations using Quantitative analytics, Text analytics, NLP, and sentiment analysis including working with conversation or transcript data at scale.
  • Define data requirements and partner with Data Engineering to develop and maintain the data models, reporting systems, and underlying infrastructure that serve as the single source of truth for Operations performance ensuring data is accurate, timely, and structured to support both day-to-day operational visibility and strategic, long-range decision-making.
  • Build and nurture trusted working relationships across an organization, proactively engaging cross-functional partners in Operations, Finance, and Programs teams to align on analytical priorities, surface emerging business needs, and ensure data solutions reflect the full complexity of the business
  • Champion data quality, consistency, and self-serve enablement across the analytics ecosystem, developing data dictionaries, metric glossaries, and governance standards that empower business partners to access, understand, and trust data independently, reducing dependency on ad-hoc requests and fostering a culture of data-driven decision-making.

Qualifications

  • Bachelor’s degree in computer science, mathematics, engineering, statistics, econometrics or other quantitative field and 8+ years of professional experience in advanced analytics, data science, or machine learning, with demonstrated ability to translate business objectives into analytical frameworks and measurable outcomes.
  • Proven experience defining, developing, and implementing KPIs or operational metrics frameworks particularly for new programs, systems, or technologies where measurement frameworks don't yet exist including aligning cross-functional stakeholders on definitions, documenting calculation methodology, and maintaining data consistency across teams and over time.
  • Demonstrated ability to engage directly with business stakeholders, understand operational needs and business impacts, and translate those needs into precise analytical requirements, data models, and reporting solutions that enable data-driven decision-making at all levels of the organization.
  • Advanced SQL proficiency and experience with Python for data analysis and manipulation along with proficiency in data visualization tools (Tableau preferred) with the ability to translate complex findings into clear, actionable insights and recommendations for both technical and non-technical audiences, including senior leadership.
  • Proven ability to take initiative, build trust, and develop strong working relationships with cross-functional teams and business partners comfortable influencing decisions, navigating an organization, and driving alignment across competing priorities without direct authority.
  • Demonstrated ability to approach ambiguous, complex business problems with curiosity and structured problem-solving translating undefined challenges into clear analytical frameworks and actionable recommendations while remaining calm and adaptable under pressure. Hands-on experience with text analytics, NLP, and sentiment analysis including working with conversation or transcript data at scale.

Skills

Required:KPI / metrics definition and governanceData modeling and data infrastructureSQLPython for data analysisData visualization (Tableau)Stakeholder management
Nice to have:Text analytics / NLP / sentiment analysis

Benefits

  • Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.
Last updated Aug 21, 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.

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