WW Business Operations Analytics Manager

Imagine what you could do here! The people here at Apple dont just create products they build the kind of wonder thats revolutionized entire industries. Its 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 on the Apple Store Online team we are responsible for Apples 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 Business Operations Analytics team is the objective intelligence layer for Apples Retail Customer Care (RCC) organization measuring performance guiding decisions and providing the trusted insights that drive revenue reduce cost and elevate customer experience across a global are seeking an experienced analytics leader to own our Worldwide analytics function leading a team of data scientists and analysts responsible for GenAI performance measurement strategic analysis and the consolidated business narrative for RCC leadership. As GenAI solutions begin handling customer interactions at scale this leader will build the measurement frameworks that determine where automation adds value and where our Specialists remain essential. The ideal candidate combines strong people leadership analytical rigor and the ability to partner cross-functionally where data-driven decisions directly shape how millions of customers are served.

This role leads the Worldwide Analytics team within RCC Business Operations owning three interconnected areas: GenAI performance measurement strategic analysis for leadership and the consolidated worldwide business narrative (quarterly reviews and executive reporting).nnAs GenAI solutions scale across voice and chat channels - handling customer interactions for hardware purchases and post-sale service - this leader will define how we measure their effectiveness. This includes building frameworks to evaluate containment resolution quality customer experience and compliance and providing the independent objective view that guides where automation expands and where Specialists remain GenAI this role drives strategic analysis and deep dives across product operations and strategy - providing the analytical rigor behind key leadership decisions and cross-functional initiatives. The role also oversees the AMR regional analytics function through a direct-reporting leader will collaborate cross-functionally with engineering product operations Optimization and Geo Field Leadership teams to ensure metric integrity align on performance management frameworks and enable data-driven decision-making for regional leaders. The role also contributes to the teams broader transformation - including modernizing our data foundation (strategy and oversight) and evolving how we deliver intelligence to the business. We are looking for someone who is technically grounded strategically minded and energized by building both the team and the capabilities needed for an AI-driven future.

Lead GenAI performance measurement - define and own the frameworks that evaluate containment resolution customer experience and compliance for GenAI solutions across voice and chat providing the objective view that guides automation strategic analysis and deep dives across product operations and strategy - delivering the analytical rigor behind key leadership decisions cross-functional initiatives and event/launch reporting during high-stakes and develop a high-performing team - including a direct-reporting manager (AMR Analytics) data scientists and analysts. Set direction coach leaders and build capabilities across levels to meet evolving business cross-functionally with engineering product operations Optimization and Geo Field Leadership teams to ensure metric integrity align on performance management frameworks enable data-driven decision-making for regional leaders and maintain the trusted data foundations that underpin measurement across the the WW performance management cadence - coordinating the schedule and content of weekly business reviews across regions and delivering the consolidated WW business narrative through weekly and quarterly reviews executive communications and ad-hoc requests with clear action-oriented recommendations for senior your teams contribution to the broader transformation - owning specific modernization initiatives actively reviewing progress and ensuring your team delivers against the data foundation and self-service capabilities that enable AI automation and scalable analytics.

3 years of people management experience including building developing and scaling analytics teams.n8 years of professional experience in analytics data science operations management consulting corporate strategy or equivalent - with demonstrated ability to translate business problems into analytical frameworks and measurable defining performance metrics and measurement frameworks - particularly for new programs systems or technologies where frameworks dont yet familiarity with analytics tools and languages (SQL Python Tableau Snowflake) - sufficient to guide technical teams evaluate work quality and make sound architectural communication and storytelling skills - ability to translate complex analysis into clear actionable recommendations for senior degree in engineering mathematics statistics analytics or other quantitative field or equivalent experience; masters degree a plus.

5 years of people management including experience managing managers or leading multi-level experience measuring the performance of automated customer interaction systems (e.g. IVR virtual assistants GenAI solutions self-service channels).nExperience in customer experience analytics contact center operations or customer interaction measurement at -on experience leveraging LLMs or Generative AI to improve analytical productivity automate workflows or perform advanced with data science techniques such as text analytics NLP sentiment analysis experimentation or causal inference - either hands-on or leading teams that apply record of building cross-functional partnerships and influencing decisions at senior leadership levels without direct authority.