Apple

WW RCC Business Operations Analyst

Apple$110K — $130K *
Information Technology
8 - 10 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree in quantitative field with 8+ years in analytics, data science, or machine learning
  • Expertise in developing and implementing KPIs or operational metrics frameworks
  • Ability to engage with business stakeholders to translate needs into analytical requirements
  • Advanced proficiency in SQL and Python for data processing
  • Experience with data visualization tools, preferably Tableau
  • Proven ability to build relationships and influence decisions across teams
  • Experience with text analytics, NLP, and sentiment analysis

Responsibilities

  • Act as the analytical backbone for Retail Customer Care operations
  • Partner with business leaders to identify performance challenges and define success metrics
  • Develop and implement KPI and metrics frameworks across datasets
  • Build scalable data infrastructure for real-time metric tracking
  • Translate business strategy into technical execution through data solutions
  • Deliver insights and frameworks that drive measurable business outcomes
  • Engage stakeholders to align on data definitions and methodologies

Benefits

  • Flexible work hours
  • Opportunities for professional development
  • Health and wellness programs
  • Access to employee discounts at Apple products
  • Collaborative and inclusive workplace culture
Full Job Description
We are seeking a highly motivated Senior Analyst to join the Americas (AMR) Business Operations Team. In this role, you will be part of Apple Store Online, with a particular focus on Retail Customer Care (RCC) performance and decision support. Using data and quantitative techniques, the decision support team acts as a consultant, providing insights and recommendations to inform the org's innovation strategy and to drive operational performance improvements at vendor and Apple contact center sites.

Description

In this role, you will be the analytical backbone of RCC AMR Operations partnering directly with business leaders to understand performance challenges, define what success looks like, and translate those needs into data solutions that drive meaningful operational decisions. You will own the end-to-end development and implementation of KPIs and metrics frameworks across structured and unstructured datasets that align global teams on a single source of truth, while building the scalable data infrastructure required to track, surface, and act on those metrics in real time. Your work connects business strategy to technical execution, every insight you deliver and every framework you build is in direct service of a clear, measurable business outcome.

Minimum 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.

Preferred Qualifications

Master's degree in a quantitative field.

Familiarity with cloud data platforms, particularly Snowflake and AWS. Hands-on experience working with Snowflake, Hadoop, Apache Airflow and experience optimizing SQL queries on large data, Snowflake AI and Tableau AI

Experience in customer experience analytics, contact center operations, or customer interaction measurement.

Hands-on experience leveraging LLMs/Generative AI to improve productivity and generate new insights.

Previous experience in stakeholder management and large-scale cross-functional project work.

About Apple

Apple is a corporation that designs, manufactures, and markets mobile communication and media devices, personal computers, portable digital music players, and sells a variety of related software, services, peripherals, networking solutions, and third-party digital content and applications. Apple provides many products and services, including iPhone; iPad; iPod; Mac; Apple TV; a portfolio of consumer and professional software applications; the iOS and OS X operating systems; iCloud; and accessories, service, and support offerings. It sells its products worldwide through its retail stores, online stores, direct sales force and third-party cellular network carriers, wholesalers, retailers, and value-added resellers to the consumer and also sells third-party iPhone, iPad, Mac and iPod compatible products, including application software and accessories through its online and retail stores. Introduced in 1984, the Macintosh was the first widely sold personal computer with a graphical user interface (GUI). That feature and others such as an improved floppy drive design and a low-cost hard drive that made data retrieval faster helped Apple cultivate a reputation for innovation. Apple was named as the most admired company in the United States in 2008 and in the world from 2008 to 2012 by the Fortune magazine. The company was founded by Steven Paul Jobs, Steve Wozniak, and Ronald Gerald Wayne on April 1, 1976, and is headquartered in Cupertino, California.

Apple Careers

Join Apple, a place where extraordinary people gather to do their best work. Our ever-expanding global team is at the forefront of innovation and leadership in the tech industry. At Apple, we're not just building products—we're crafting the kind of wonder that revolutionizes entire industries. It's the diversity of our people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Work You’ll Do Embark on a journey with Apple’s market-leading team to help some of the world’s most influential companies navigate their path to digital mastery with cutting-edge technology and services. Transform industries and touch lives with your unique ideas at Apple. Here, you’ll lead through a unique position at the intersection of technology, creativity, and robust industry expertise. Collaborate with a global team of professionals who are at the top of their game in technology and design. Apple isn’t just a company, it’s a community of innovators and passionate thinkers. Introducing the Apple Innovation and Leadership Initiative We are building a market-leading team to drive our efforts in delivering groundbreaking solutions and services. At Apple, job opportunities are abundant, offering you the chance to explore diverse roles from engineering to marketing, all designed to empower your career growth. Do Innovative Work Join the largest group of creative and technical experts in the world—professionals dedicated to redefining what’s possible through technology and innovation. Deliver targeted solutions through a depth and breadth of expertise that’s unmatched, driving forward our commitment to excellence and leadership in every project we undertake. Be Part of a Great Team Engage in a wide range of projects utilizing Apple’s technology and resources. Harness the unparalleled capabilities, global scale, and joint solution development that only Apple can offer. Future-Proof Your Career Advance your career with limitless opportunities at Apple. Go as far as your ambition takes you with unmatched training, development, and certification support. Explore Discover how Apple is leading the way in tech innovation: [With iOS] Businesses can streamline operations and enhance customer interactions... READ MORE Smart home technology integration that sets the standard for convenience and security... READ MORE The Apple Experience Our combined service capabilities, global scale, and joint solution development help clients overcome challenges and lead transformation in their industries. Clients worldwide look to Apple for new strategies and solutions that drive growth and innovation in the digital era. Stay Connected Join Our Team Search open positions that match your skills and interests. We look for passionate, curious, creative, and solution-driven team players. Whether you’re seeking a professional role, an internship, or a leadership position, Apple offers a variety of employment opportunities. SEARCH APPLE JOBS Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. READ CAREERS BLOG Job Alert Emails Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. See what exciting and rewarding opportunities await at Apple, a company committed to diversity, innovation, and leadership. Explore job opportunities, employment benefits, and the culture of growth and innovation at Apple. Prepare your resume, hone your interview skills, and ready yourself for a career at one of the most prestigious companies in the world. Join us in pushing the boundaries of what is possible.
Learn more about Apple
Size
154,000 employees
Market Cap
$2,074.3 billion
Industry
Net Income
$63.9 billion
Founded
1976
5 Year Trend
+11.5%
Revenue
$294.1 billion
NASDAQ

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