At Apple, we believe that hard work, a fun environment, creativity and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to surprise & delight. By focusing on the smallest of details, we can make a big impact with our customers. Building this environment starts with you! Inclusion is a shared responsibility, and we hold ourselves and one another accountable for bringing everybody in.Retail Customer Care (RCC) focuses on providing an industry-leading, extraordinary experience to every interaction it engages in. As Workforce Analysts, we are responsible for supporting the RCC in its quest to provide the ultimate customer experience by providing accurate data analysis, onboarding support, schedule optimisation and staffing support. Description The Workforce Analyst role requires you to work closely with mixed media contact center and vendor partners to ensure quality standards for schedule generation and support are maintained. In addition, you will learn to navigate a variety of support tools while ensuring effective communication and maintaining the highest level of quality in all tasks. You will be working in a fast paced, dynamic department that is responsible for building schedules and maintaining staffing for Retail Customer Care worldwide that will minimize customer wait time while stabilizing service level requirements, operational factors, headcount, employee satisfaction and relief.As Workforce Operations Analysts, we are responsible for performing operational tasks to help support Retail Customer Care business goals. Including the following:Review / build / manipulate forecasts to predict call volume and work load distribution based on an analysis of historical trends and external factors.Assess appropriate staffing levels that are needed on a daily, weekly, and interval basis to achieve target metrics.Responsible for the generation and maintenance of Specialists schedules.Monitor offline time ensuring service delivery and budgeted shrinkages are accounted for.Monitor and report on service levels and contact center volumes to make recommendations for real-time queue management.Monitor all staffing scenarios in a multi-site environment.Partner with Global WFM team to improve skills and knowledge base.Analysis of productivity, service levels, contact volume and staff trends, providing recommendations as required.Facilitate onboarding, off-boarding, and access provisioning tasks for all staffing groups within the RCC organization. Minimum Qualifications Excellent analytical and time management skills with ability and willingness to continue learning Familiar with contact center metrics, scheduling principles, and operations Demonstrates ability to work effectively with business leadership Experience with creation and development of processes and procedures Self-motivated, able to prioritize tasks and resolve issues independently Innovative, able to propose creative solutions Makes space to listen, learn, and amplify diverse perspectives and experiences Actively seeks out opportunities to champion and celebrate inclusion and diversity Preferred Qualifications Multi-channel support experience - including simultaneous chats, email, phone and back office ticketing systems Experience producing reports from raw data via Excel or Numbers, Tableau experience preferred Bachelor’s degree preferred, or equivalent experience #J-18808-Ljbffr
The Cork Product Operations team is looking for an exceptional candidate to lead the training team. This role is a key part of the Cork Operations Team, which develops and implements the strategic direction for Cork Manufacturing. As Training Manager, you will own the training processes for production employees as well as drive the wider learning & development agenda for the Product Operations organization by partnering with other stakeholder teams across the Cork campus. This position requires an ambitious and self-driven person with training leadership experience in a production/operations environment. The production environment is dynamic, and the successful candidate will need to be both analytical and possess strong people skills. A key element of this role will be driving the longer-term strategy for production training, which will encompass learning about industry-leading best practices, examining their relevance, and implementing where appropriate. Description Production Training Responsibilities: End-to-end ownership of the manufacturing training process, including coordination of training activities & plans across your direct team. Define how training should evolve to remain best in class in the future (5-10 years), with a clear understanding of contemporary and emerging practices in functional training. Own the execution of this strategy. Implement training best practices to fit the requirements of our production processes, reviewing both online & offline options. Thereafter continuously innovate to ensure training practices remain at the cutting edge. Collaborate with partner teams to identify challenges and drive real-time, data-driven solutions. Further develop the training systems database to be best in class and fit for the next 5+ years. This includes considering clear, simple training records maintenance and implementing management systems/exception reporting. Take on strategic initiatives, including new projects, leading them directly or via select members of your team whom you delegate to and then mentor. Develop & maintain documentation required for various external accreditations, e.g., ISO, etc. Learning & Development Coordination Responsibilities: Build relationships with partners to develop strategy & roadmap for the training that will be provided across the Product Operations organization. Lead executive communications & updates to align on plans. Also drive communications strategy across the Product Operations organization. Mentor the Training & Development Specialist on your team to expand their influence. Research & implement training best practices for all employees. Keep abreast of which training topics are pertinent and develop plans/content to deliver this training. Define the optimal way to ensure that all employees (DL + IDL) can complete mandatory trainings (e.g., business conduct) and that records are maintained. Produce a KPI dashboard on training programs and a robust evaluation of their impact. Continue to identify opportunities and drive the team to develop additional e-learning courses. Drive training plans for people going into new roles (onboarding & continuous development). Minimum Qualifications Bachelor’s degree: 3rd level degree in Engineering, Business, Operations Management or something similar. Previous experience in a training manager role in a hi-tech, high-volume manufacturing environment with a proven track record in the application of adult learning theory. Excellent people management skills: Builds effective teams, drives performance, and develops talent. Strong interpersonal skills: Effectively builds relationships and easily gets to know people. Drives results: Self-starter who is able to work on your own initiative to meet deadlines & KPI’s. Strong IT skills, preferably familiar with Microsoft Excel, Keynote, and web-based tools. Preferred Qualifications Postgraduate qualification would be an advantage. Cross-industry experience is welcome. Prior experience in developing systems/tools to automate work preferable. Develops talent: Helps others to meet both their career goals and the organization’s goals. Sees around corners: Asks questions, wonders why, and considers what may change in the future to arrive at optimal long-term solutions. Situational adaptability: Flexible approach to work and capable of handling multiple priorities. Communicates effectively: Has the ability to get the message across clearly in both group & 1-1 settings. Problem solver: Excellent analytical, problem-solving, and decision-making skills. Has a strong ability to focus and simplify to guide the team to the most efficient & effective solutions. Organized: Ability to clearly structure action plans and prioritize across numerous competing demands. Leader: Sets a professional standard, demonstrates integrity, takes responsibility, and looks for solutions. Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. #J-18808-Ljbffr
Do you love taking on big challenges without precedent? Do you possess a deep knowledge of the legal field and a passion for innovation? As a part of our Legal group, you’ll help uphold Apple’s high ethical and corporate standards, as well as defend our intellectual property. You’ll help provide legal support for all our products and businesses across the globe. Working for a company that invents entire categories and industries means you’ll be challenged to creatively apply your deep legal expertise to rare and often unexplored aspects of the law. Together with your team, you’ll provide the critical support needed worldwide for all Apple products and businesses. Apple is a place where extraordinary people gather to do their best work. If you’re excited by the idea of making a real impact, a career with Apple might be your ideal job. Just be prepared to dream big! Description Reporting to Senior Corporate Counsel in Cork, and supporting them with legal advice, analysis and research on all aspects of new and existing sustainability reporting requirements including: The EU Corporate Sustainability Reporting Directive The EU Corporate Sustainability Due Diligence Directive The EU Taxonomy Regulation The EU Non-Financial Reporting Directive Modern Slavery Statements Any other sustainability-related reporting initiatives, enacted at a regional or national level Responsibilities include reviewing and drafting sustainability-related reports, including engaging with report auditors, providing legal advice and support on matters indirectly relating to new sustainability reporting requirements, e.g. engagement with collaborators, development of new reporting processes and procedures, sustainability reporting controls, amendment of contractual terms. Work with the wider legal, finance, environmental, supply chain and compliance teams to implement the sustainability reporting framework. Supervise and track sustainability reporting requirements as they evolve in the coming years, and train colleagues (legal and non-legal) on the same. Minimum Qualifications Irish, EU or UK qualified lawyer Minimum 5 years PQE Practice trained with either relevant ESG qualification or strong curiosity about the area Knowledge of EU wide developments around ESG reporting requirements Strong understanding of audits, internal controls, monthly and annual reporting; previous experience would be desirable Preferred Qualifications Expertise in advising large multinational groups of companies on their sustainability reporting requirements is preferred Experience in advising US multinational and/or EU companies on their sustainability reporting is desirable Ability to work cross-functionally and cross-regionally on significant sustainability reporting projects A strong interest in the area of sustainability reporting, and a desire to develop a long term career in legal support for sustainability reporting #J-18808-Ljbffr
AppleCare Fraud Investigator - Dutch Speaker Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. The AppleCare Fraud Investigator role on our Strategic Data Solutions (SDS) team is responsible for the accurate investigation and decisioning of complex, multifaceted requests. An Investigator will review and investigate suspicious transactions to detect fraudulent activity, determining appropriate next steps. Inclusion is a shared responsibility, and we hold ourselves and one another accountable for encouraging a culture where everyone feels seen, heard, and inspired to do their best work. This role requires you to support and protect one of Apple’s most valued security features in addition to resolving complex requests while helping to prevent fraud. Description Report and track system issues and trends that could affect customer happiness or department production. Participate in project management and user acceptance testing (UAT) processes. Navigate a variety of support tools while maintaining effective communication and ensuring the highest level of quality in every investigation completed, offering flawless support to all our business collaborators. Protect our customers’ privacy by ensuring the integrity, accuracy, and confidentiality of their information. Identify and communicate trends and patterns to the leadership team. Leverage internal resources and analytical research for resolutions. Monitor trends in transaction errors and analyze reports. Identify errors in processes and programs within business systems. Handle enterprise level agreement enrollment and support external and internal escalations. Minimum Qualifications Proficient in Dutch and English (required to support market) Proven experience in customer service role Preferred Qualifications Excellent analytical and problem-solving skills Strong decision-making and judgment abilities Customer-focused with a keen eye for identifying outliers in data sets Experience improving workflow and system efficiencies through documentation and process optimization Ability to set clear goals, communicate a vision, and deliver results Proficient in SAP, spreadsheet management, and Keynote Excellent written and verbal communication skills Positive attitude in fast-paced environments Comfortable with ambiguity and making independent decisions Proven experience in fraud prevention roles Collaboration skills across teams, managers, and business partners globally Extraordinary attention to detail in case management and follow-up Target-oriented with a strong ability to meet deadlines Highly organized with strong multitasking skills At Apple, we’re not all the same. And that’s our greatest strength. We draw on the differences in who we are, what we’ve experienced, and how we think. Because to create products that serve everyone, we believe in including everyone. Therefore, we are committed to treating all applicants fairly and equally. We will work with applicants to make any reasonable accommodations. #J-18808-Ljbffr
Apple Services Engineering team is one of the most exciting examples of Apple’s long-held passion for combining art and technology. Join Apple Services Engineering Cloud Service Infrastructure team, as a Site Reliability Engineer, to help support and scale cloud services for millions of Apple users. We are building and supporting new and existing critical infrastructural systems and frameworks which provide and support services like structured and unstructured storage, caching, queueing, searching, and much more at hyperscale. These form the platform upon which many iCloud and other backend systems at Apple are built. The team is responsible for the next generation platform that will power Apple’s infrastructural services. These services operate at extremely large scale and store exabytes of data. The platform will support a variety of services based on open-source software, such as Kubernetes, Cassandra, Zookeeper, Kafka, Redis, etc, alongside internally developed services. Description The Apple Services Engineering Cloud Services SRE organization are domain experts in fleet management, systems, and software engineering. We build automations, instrument reliability tools, and respond to alerts and incidents which may pose a risk to the reliability of the platform. The team’s focus is on infrastructure capabilities and processes, improving the reliability and efficiency of the systems, at scale. We are looking for a strong, enthusiastic developer to join as a member of this group. This person will have a tremendous amount of individual responsibility and influence over the direction the core platform of many critical Apple internet services takes for years to come. You are someone with ideas and real passion for software delivered as a service to improve reuse, efficiency, and simplicity. This engineer’s work will affect hundreds of millions of users and be essential to the success of some of the most visible current and future Apple features. Minimum Qualifications Strong emphasis on SRE as an engineering subject area, with proficiency in at least in one of the following languages (Golang, Rust, Python, Swift) Successful track-record and proven experience as a backend internet services software developer Knowledge of SDLC, including continuous integration, testing methodologies, TDD and agile development methodologies Understanding of base internet infrastructure services including DNS, DHCP, LDAP, server virtualization, server monitoring in critical, large scale distributed systems experience, combining Hardware, Operating Systems and Software Understanding of SRE principals, including monitoring, alerting, error budgets, fault analysis, and other common reliability engineering concepts, with a keen eye for opportunities to eliminate toil by code and process improvements. Bachelors or Masters in Computer Science, Computer Engineering, or equivalent experience. Preferred Qualifications Working with large bare-metal infrastructure and release management. Experience with large scale server provisioning, fleet management and maintenance Experience with development within Kubernetes ecosystem, including operator framework, controllers and CRDs Hardware bootstrap and associated security (PXE, BIOS, TPM, secure boot, trusted computing) Automating operations processes via services and tools Configuration management and fleet orchestration via Puppet, Chef, Ansible, or others #J-18808-Ljbffr
Do you love crafting elegant solutions to highly complex challenges? Can you intrinsically see the importance of every detail? At Apple, our compute team is responsible for designing and building the foundational pieces of our data center software. In this role, you will collaborate with engineers across Apple to build and deploy forward-looking high-performance batch cloud systems that support Apple’s research and development. To better support Apple’s operations in Europe and Israel, the team is looking to expand engineering and support in the EMEIA region. The tech lead will be responsible for a cross-functional engineering team in EMEIA that will work together with the US team to develop features across the stack. The EMEIA team (like the one in Cupertino) will also engage with platform customers and will support platform issues in the local timezone. Description The compute organization runs a multi-region, large-scale, in-house-developed, batch platform that empowers Apple’s R&D around the world. To keep supporting its scale and growing user base, the compute organization is starting a new engineering team in EMEIA that will work on the platform while being closer (in space and time) to some of its customers. In this role, you will: Manage and organize the Ireland team and align objectives and deliverables with the team in Cupertino. Design, implement, and debug core storage infrastructure. Write and review code, generate and review design documentation. Participate in qualifications and rollouts of software to production clusters. Participate in local business-hours rotation where engineers respond to platform issues for same-day resolution. Work with a wide range of software and hardware engineering teams across Apple to support their workflows or integrate their technology into our platform. Minimum Qualifications Experience leading an engineering team. Excellent written and oral communication skills. Experience with distributed storage systems (Ceph, ScaleIO, etc.) and developing virtual storage integrations (Kubernetes CSIs, OpenStack). MS in Computer Science or related field (or equivalent work experience). Preferred Qualifications Experience developing and managing a large-scale production system. Customer-focused thinking and strong problem solver with attention to detail. Experience with measuring, analyzing, and optimizing performance. Fluency in Golang, Python, or similar languages in a systems or distributed systems context. Strong understanding of concurrency, parallelism, and distributed systems concepts. Knowledge of operating system fundamentals and experience in systems programming. Experience with large scale server provisioning and maintenance. Prior experience of working with diverse hardware, operating systems, container runtimes (lxc, docker, containerd), and virtualization stacks (Qemu, KVM, Libvirt on x86, ARM). #J-18808-Ljbffr
Apple Pay eCommerce Merchant Specialist - French speaking Cork, County Cork, Ireland Support and Service Apple Pay and Apple Wallet continue to grow and become integral to the daily lives of our consumers, and with more developments to come, it’s an exciting time ahead for the Apple payments and services business. The Wallet, Payments and Commerce (WPC) team is looking for an Apple Pay eCommerce Merchant Specialist to initiate and actively engage with potential e-Commerce merchants to drive Apple Pay acceptance, and to enable a best-in-class integration on their digital channels (Web and App). The Apple Pay team helps merchants transform the way people shop online and through Apps. We inspire merchants to transform their eCommerce experiences leveraging Apple’s iOS platform and payment features. Description This is a highly cross-functional role that will build rapport through collaborative and engaging communication with external partners (merchants & strategic partners), as well as internal partners within the WPC organization (Business Development, Product and Operations teams just to name a few). IN THIS ROLE, YOU WILL BE: Responsible for sourcing new merchant opportunities through emails, outbound calls, or inbound lead follow-up. Managing and supporting merchants through the full Apple Pay enablement cycle, from initial merchant discovery, engagement, commitment, through implementation and launch. Identifying key players, and managing the end-to-end enablement process with merchants and payment partners. Supporting merchants through post-go live growth initiatives (UX audits, conversion optimization, and anomaly detections). Establishing, developing, and maintaining positive business and customer relationships. Onboarding merchants in partnership with the Apple Pay Technical Specialists to implement an Apple Pay integration that provides a great customer experience. Building and delivering a communication strategy to evangelize Apple Pay in a one-to-one or one-to-many format whether in person or via webinars. Providing updates on account and pipeline progress and productivity KPIs to share with leadership and wider Apple teams. Maintaining merchant contacts and updating pipeline status in the internal CRM system. Minimum Qualifications Self-driven and motivated professional with strong organizational skills with the ability to multitask and stay focused with minimal supervision. Results-oriented with the ability to provide continued momentum and focus throughout short, medium, and long sales cycles. Proven results in a quota-carrying role, with experience in pipeline management and sales forecasting. Excellent problem-solving skills with the ability to manage through ambiguities with attention to detail. Native in French (reading, writing, and speaking) with high English proficiency. Preferred Qualifications Solid understanding of Retail/e-commerce and/or Payment industries is a plus. Bachelor's degree or 3-5 years of sales or business development experience. #J-18808-Ljbffr
Imagine what you could do here. At Apple, great 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 EMEIA Logistics team, responsible for leading logistics operations within the region, forms a critical node in the delivery of products to and collection of returns from our customers who vary from consumers to Retail Stores and Channel partners. Partnering with 3PLs and cross-functional teams, the team’s work straddles operational execution during BAU and peak events, as well as program and project management, driving implementation of capabilities and service offerings to continuously improve operationally. As part of driving new capability implementation, we are strengthening our team and have an opportunity for a highly-driven professional to join us as a Data Program Manager. In this role, you will lead data visibility programs that will provide transparency into performance and insights, which will drive strategic decisions both upstream and downstream. This role requires a unique blend of subject matter expertise in supply chain processes, data engineering experience, as well as a solution-oriented attitude and exceptional project management skills. Attention to detail and a consistent record of influencing and collaborating regionally and globally will also be key requirements. Description Working internally with teams across WW and the regions, align measurement and insights generation capability roadmaps based on a balance of needs and resource availability. Collaborate with various teams to conceptualize and document measurement frameworks based on logistics processes, creating requirements for Partner Design Document (PDD) generation and dashboard construction. Partner with the wider Logistics function on the completion of detailed requirement documents, design playbacks, gap reviews, and sign off on the final design of the data acquisition and dashboard blueprints. Lead relevant projects under the data visibility program with 3PLs based on Apple’s project management methodology. Interchangeably lead or work with logistics team members on user acceptance tests and business change processes across multiple partners. Present to senior management on the progress of the program and the relevant projects. Drive adoption with both internal and external stakeholders, embedding review mechanisms for continuous improvement of the tools and spearheading communication of enhancement requirements with the WW team. Minimum Qualifications In-depth knowledge and experience in supply chain processes; degree in relevant fields such as Business Management, Supply Chain Management, Operations, or Engineering preferred. Experience in program, project management, business analytics, or data engineering. Leading strategic projects combined with the ability to execute at tactical project-level activities and tasks. Partnering with internal and external stakeholders at a regional and global level. Preferred Qualifications Strong collaborator, relationship management, and interpersonal skills with the ability to translate complex findings to a business audience. Exceptional communicator and presenter, with the ability to tailor style to different levels of an organization. Strategic problem solver with demonstrated ability to envision the future state of the business and synthesize insights into concrete, actionable requirements and plans. Demonstrated ability to multitask and prioritize diverse tasks with a proven record to meet strict deadlines. Experience as a change agent having successfully implemented change in a large cross-functional organization. Partner Management experience in a fast-paced matrix organization preferred. #J-18808-Ljbffr
Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. The AppleCare Fraud Investigator role on our Strategic Data Solutions (SDS) team is responsible for the accurate investigation and decisioning of complex, multifaceted requests. An Investigator will review and investigate suspicious transactions to detect fraudulent activity, determining appropriate next steps. Inclusion is a shared responsibility, and we hold ourselves and one another accountable for encouraging a culture where everyone feels seen, heard and inspired to do their best work. This role requires you to support and protect one of Apple’s most valued security features in addition to resolving complex requests while helping to prevent fraud. Description Report and track system issues and trends that could affect customer happiness or department production. Participate in project management and user acceptance testing (UAT) processes. Navigate a variety of support tools while maintaining effective communication and ensuring the highest level of quality in every investigation completed, offering a flawless and top of the line support to all our business collaborators. Protect our customers’ privacy by ensuring the integrity, accuracy, and confidentiality of their information. Identify and communicate trends and patterns to leadership team. Leverage internal resources and analytical research for resolutions. Monitor trends in transaction errors and analyze reports. Identify errors in processes and programs within business systems. Handle enterprise level agreement enrollment and support external and internal escalations. Minimum Qualifications Proficient in Hebrew and English (required to support market) Proven experience in customer service role Preferred Qualifications Excellent analytical and problem-solving skills Strong decision-making and judgment abilities Customer-focused with a keen eye for identifying outliers in data sets Experience improving workflow and system efficiencies through documentation and process optimization Ability to set clear goals, communicate a vision, and deliver results Proficient in SAP, spreadsheet management, and Keynote Excellent written and verbal communication skills Positive attitude in fast-paced environments Comfortable with ambiguity and making independent decisions Proven experience in fraud prevention roles Collaboration skills across teams, managers, and business partners globally Extraordinary attention to detail in case management and follow-up Target-oriented with a strong ability to meet deadlines Highly organised with strong multitasking skills At Apple, we’re not all the same. And that’s our greatest strength. We draw on the differences in who we are, what we’ve experienced, and how we think. Because to create products that serve everyone, we believe in including everyone. Therefore, we are committed to treating all applicants fairly and equally. We will work with applicants to make any reasonable accommodations. #J-18808-Ljbffr
AppleCare Fraud Investigator - Russian Speaker Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. The AppleCare Fraud Investigator role on our Strategic Data Solutions (SDS) team is responsible for the accurate investigation and decisioning of complex, multifaceted requests. An Investigator will review and investigate suspicious transactions to detect fraudulent activity, determining appropriate next steps. Inclusion is a shared responsibility, and we hold ourselves and one another accountable for encouraging a culture where everyone feels seen, heard and inspired to do their best work. This role requires you to support and protect one of Apple’s most valued security features in addition to resolving complex requests while helping to prevent fraud. Description Report and track system issues and trends that could affect customer happiness or department production. Participate in project management and user acceptance testing (UAT) processes. Navigate a variety of support tools while maintaining effective communication and ensuring the highest level of quality in every investigation completed, offering a flawless and top of the line support to all our business collaborators. Protect our customers’ privacy by ensuring the integrity, accuracy, and confidentiality of their information. Identify and communicate trends and patterns to leadership team. Leverage internal resources and analytical research for resolutions. Monitor trends in transaction errors and analyze reports. Identify errors in processes and programs within business systems. Handle enterprise level agreement enrollment and support external and internal escalations. Minimum Qualifications Proficient in Russian and English (required to support market) Proven experience in customer service role Preferred Qualifications Excellent analytical and problem-solving skills Strong decision-making and judgment abilities Customer-focused with a keen eye for identifying outliers in data sets Experience improving workflow and system efficiencies through documentation and process optimization Ability to set clear goals, communicate a vision, and deliver results Proficient in SAP, spreadsheet management, and Keynote Excellent written and verbal communication skills Positive attitude in fast-paced environments Comfortable with ambiguity and making independent decisions Proven experience in fraud prevention roles Collaboration skills across teams, managers, and business partners globally Extraordinary attention to detail in case management and follow-up Target-oriented with a strong ability to meet deadlines Highly organised with strong multitasking skills At Apple, we’re not all the same. And that’s our greatest strength. We draw on the differences in who we are, what we’ve experienced, and how we think. Because to create products that serve everyone, we believe in including everyone. Therefore, we are committed to treating all applicants fairly and equally. We will work with applicants to make any reasonable accommodations. #J-18808-Ljbffr
