Data Science Manager- AppleCare Digital

Key Skills

D3.js, Data Analytics, Data science techniques, Large scale data processing, Machine learning techniques, Python Programming, R Programming, Tableau

Job Description

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! At Apple, we’re a diverse collection of problem solvers and doers, continually reimagining our products, systems, and practices to help people do what they love in new ways. Everything we build is the result of people in different roles and teams working together to make each other’s ideas stronger! That passion for innovation that goes into our products also applies to our internal practices, strengthening our dedication to leave the world better than we found it. Are you passionate about building an extraordinary customer experience?

Apple is a place where extraordinary people gather to do their best work. Together we create products and experiences people once couldn’t have envisioned — and now can’t imagine living without. 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!

Key Qualifications

• 6+ years of proven experience in a Data Science & Analytics role.
• Experience articulating and translating business questions and using analytics and data science techniques to answer those questions.
• Experience in navigating through sophisticated organizational structures and influencing business partners and stakeholders in decision making.
• Experience working in diverse cross-functional teams to get results and providing expertise and direction on analytics, data science, experimental design, and measurement.
• Experience and familiarity with common data science toolkits, such as R/Python and various data processing and machine learning libraries.
• Experience in producing powerful visualizations and dashboards that balance both art and science (using Tableau/D3, etc)

Description

• Oversee a team of hard-working data scientists and data engineers, working on critical and timely digital analytics and data science initiatives for AppleCare.
• Lead design of business goals driven analytical projects in the areas of customer support and customer behavior analysis using valid scientific techniques.
• Define and drive overall customer experience analytics including segmentation, service differentiation, operational efficiencies, and resultant customer behavior.
• Find opportunities for enhancing customer satisfaction scores and reducing customer workload across AppleCare touchpoints, including call centers, digital and repair centers.
• Work with business partners to define and refine business, operational, and customer metrics.
• Coordinate across cross-functional areas to generate, lead and implement new initiatives, track status, and identify critical issues and their resolution.
• Conduct end-to-end analyses across all AppleCare touchpoints, including data gathering from large and complex data sets, data processing, and analyses employing sophisticated statistical and machine learning methods to improve the quality of analytical delivery.
• Use Return on Investments (ROIs) to capture financial impacts of initiatives and prioritize initiatives based on return on investment predictions.
• Work with business partners and cross-functional teams to define and refine business and research questions and provide analytics leadership to answer those questions.
• Present findings from analytics and research and make recommendations to leadership and cross-functional business partners.
• Partner with peers to build and prototype analyses pipelines that provide insights at scale. Evangelize adoption of standard processes and build greater awareness of common data analysis pitfalls.

Education & Experience

• Advanced degree (MS or PhD preferred) in a quantitative field such as Data Science, Machine Learning, Statistics, Operations Research, Engineering, Computer Science, Mathematics, Physics, Bioinformatics, Economics, Psychology, or a similar quantitative field.

Additional Requirements

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.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.