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.
The Business Operations Analytics team is the objective intelligence layer for Apple's 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 operation.
We 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.
Description
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).
As 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 essential.
Beyond 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 manager.
This 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 team's 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.
Minimum Qualifications
3+ years of people management experience, including building, developing, and scaling analytics teams.
8+ 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 outcomes.
Experience defining performance metrics and measurement frameworks - particularly for new programs, systems, or technologies where frameworks don't yet exist.
Strong familiarity with analytics tools and languages (SQL, Python, Tableau, Snowflake) - sufficient to guide technical teams, evaluate work quality, and make sound architectural decisions.
Effective communication and storytelling skills - ability to translate complex analysis into clear, actionable recommendations for senior leadership.
Bachelor's degree in engineering, mathematics, statistics, analytics, or other quantitative field, or equivalent experience; master's degree a plus.
Preferred Qualifications
5+ years of people management, including experience managing managers or leading multi-level teams.
Previous experience measuring the performance of automated customer interaction systems (e.g., IVR, virtual assistants, GenAI solutions, self-service channels).
Experience in customer experience analytics, contact center operations, or customer interaction measurement at scale.
Hands-on experience leveraging LLMs or Generative AI to improve analytical productivity, automate workflows, or perform advanced analytics.
Experience with data science techniques such as text analytics, NLP, sentiment analysis, experimentation, or causal inference - either hands-on or leading teams that apply them.
Track record of building cross-functional partnerships and influencing decisions at senior leadership levels without direct authority.
