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Manager- Americas Reseller Operations, Customer Support Account Manager
AppleAustin, Texas, United States5+ years
Apply Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish.
The people here at Apple don’t just build products — they create 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. Join Apple and help us leave the world better than we found it. Premier operational excellence is a cornerstone of Apple’s ability to consistently surprise and delight our customers.
We are looking for a dynamic, highly motivated leader for our Americas Reseller Operations (RO) group. As the Manager of Customer Support Account Managers in Reseller Operations, you will lead operations strategy, analytics, and execution for our channel partners. In this role, you will oversee a team of account managers and analysts responsible for increasing sales, decreasing costs, improving collaboration, and delivering complex insights. You will be challenged to scale at the pace of the company’s overall growth while driving infrastructure strategy and operational excellence. You will mentor and develop leaders as direct reports
•Lead & Inspire: Manage, mentor, and develop a team of account managers and business analysts focused on scaling operational support and overseeing Collaboration, Planning, Forecasting, and Replenishment (CPFR) with key channel partners.
•Data-Driven Strategy: Become an authority on supply chain KPIs and channel complexities. Utilize data-driven models and deep analytics to identify trends, evaluate complex data sets, and drive critical business decisions that optimize sell-through.
•Executive Influence: Aggregate key channel insights and present, defend, and influence business plans to senior executive leadership (both internal and external) on a weekly basis.
•Cross-Functional Alignment: Build highly effective, matrixed partnerships with regional and global Sales, Finance, Supply Demand Management (SDM), and Logistics teams. Drive critical run-the-business alignment discussions (e.g., weekly product reviews and quarter-end management syncs) to ensure operations plans meet sales requirements.
•Process & Infrastructure Improvement: Identify and lead process and system improvement opportunities within Americas Operations. Create appropriate measurement frameworks to drive corrective action, standardize account deliverables, and take large-scale global projects from the concept phase to implementation.
•Sustainability: Drive innovation opportunities within our supply chain aimed towards achieving Apple’s Sustainability and eco-friendly goals of Carbon Neutrality by 2030.
- Experience: 5+ years of proven supply chain experience in planning, demand fulfillment, inventory management, forecasting, or sales operations.
- Analytical Rigor: Extensive experience in reporting, data mining, and utilizing analytics tools to synthesize quantitative and qualitative data. Ability to think strategically and execute tactically with a high level of comfort working with numbers.
- Communication: Strong written communication and excellent presentation abilities. Must be able to influence across all levels of an organization, up to executive leadership.
- Education: Bachelor's degree in Supply Chain, Business, Finance, Economics, Marketing, Engineering, or a related field.
- Language Proficiency: Ability to speak Spanish and/or Portuguese is a plus
- Master’s degree or equivalent in Business (MBA), Supply Chain, or an Engineering discipline.
- Demonstrated leadership ability with at least five years of experience in a customer-facing setting (Resellers/Telco experience is highly regarded).
- Prior experience in fields that demand complex quantitative analysis, such as finance or consulting.
- Proven process improvement skills, including Six-Sigma or Business Process Improvement (BPI) experience, combined with a natural curiosity to understand how systems work.
- Ability to maintain poise and a positive attitude in a challenging, fast-paced environment while dealing with an immense degree of ambiguity.
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