Online Execution Analyst

Overview

The Pacific Retail Fulfilment Operations (PAC RFO) Digital team is responsible to ensure a best-in-class customer experience through planning and executing end-to-end supply chain fulfilment process (from product delivery to returns) for Apple Online. We partner with Worldwide and Regional cross-functional teams to support day-to-day operations and drive online sell through; plan and execute New Product Introduction (NPI) and promotional events;

publish insights on customer preferences and market trends; and play a key role to drive strategic fulfilment roadmap and programs in all Pacific countries.

As customer buying behaviour rapidly shifts towards online, there is a great opportunity for a highly motivated individual to join us as Online Execution Analyst. In this role, you will play a central role in ensuring all Apple online orders are shipped and delivered on time, work collaboratively to automate operations and secure operational excellence, and use insight and analytics to improve the supply chain process.

• Support daily online operations related to order management, peak events & new product introduction execution activities
• Advocate for the customer experience through thorough order investigations, cadence monitoring, and ensuring adherence against commitment to customers
• Build and strengthen relationships with Apple Online, Supply Demand Management / Supply Demand Execution, Logistics, Finance, Legal / Compliance teams
• Actively seek to understand regional nuances, supply allocation, quotes at goal and influence corrective actions to meet the best customer experience, on behalf of RFO

• Review past tickets, issues and challenges impacting OTP performance identifying bottlenecks, challenges or issues to transform process and drive solutions with required stakeholders as needed
• Proactively and critically review processes and systems to identify inefficiencies in processes to reduce manual intervention and increase execution speeds
• Lead or participate in cross-functional initiatives including business requirements definition, User Acceptance Testing (UAT) as required in order to implement new, improved systems/processes capabilities that have impact to peak event planning/execution
• Document and implement new processes effectively through change management and cross-functional collaboration
• Partner with cross functional team to driving innovative end-to-end solutions focused on improving Apple’s click to deliver processes and/or making them more carbon neutral
• Keen to continuously learn and apply latest cutting-edge technological tools to improve overall business operations and automate processes

• Produce reports to supervise the performance of direct channels to deliver online performance metrics reporting (Quarterly balance scorecard, Weekly Business Reviews, etc.). Deep-dive anomalies and perform root cause analysis to pinpoint areas for improvement to ensure operational excellence
• Utilize advanced analytical tool such as Tableau to generate insights on team-level KPIs including but not limited to ticket volumes, manual interventions etc.

• Graduate Degree in fields such as Statistics, Applied Analytics, Supply Chain Management, Operations, Decision support, Information technology, or Finance required.
• Minimum 5-7 years of proven experience in operations, supply chain management, operation analytics or business process re-engineering. Added advantage for e-commerce and online execution experience.
• Proven analytical skills and expertise in data visualization tools, with good ability to translate complex findings to a business audience (Advance Excel, Tableau, etc).
• Basic coding skills for automating simple, operational repetitive tasks (via Excel macros, Python, etc).

• Solid experience in using SAP or equivalent ERP systems.
• Adaptable and flexible to work in a fast-paced matrix organization with strong relationship and stakeholder management skills to foster consensus and collaboration.
• Strategic problem solver with demonstrated ability to envision the future state of the end-to-end process and make improvement recommendations.
• Meticulous with excellent attention to detail.
• Proven ability to multitask and prioritize diverse tasks with a track record to meet hard deadlines
• Strong communication skills, both written and verbal, with capability to present to senior management.

Apple is an equal opportunity employer that is committed to inclusion and diversity. Apple provides reasonable accommodations to applicants with disabilities and in accordance with local requirements. Apple is a drug-free workplace.