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RCC Business Operations Analyst
AppleAustin, Texas, United States8+ years
Apply Imagine what you could do here! The people here at Apple don’t just create products — they build the kind of wonder that’s revolutionized entire industries. It’s 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 work.
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.
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.
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.
- 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.
- 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.
- 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.