Online Execution Manager

Job description

The RFO team strives to drive sell through and customer engagement for our e-commerce and retail store channels.

We see fulfilment as a key value proposition for Apple's direct customers, through product planning; fast and convenient fulfilment options; valuable services; and building and carrying out strategic and commercial programs.

As customer buying behaviour rapidly shifts towards online, there is a great opportunity for a highly motivated, analytical and customer obsessed professional to lead our Online Execution team as a Manager.

In this role, you will lead a robust team of order execution analysts and program managers who 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.

This is a highly visible role that will collaborate across multiple Operations and Retail teams.

It will suit a dynamic, energetic individual, who will be a subject matter expert in fulfilment and omni- channel end-to-end execution.

They will provide thought leadership in the online execution space, continuous process improvements, and system solutions.

Description

As the Online Execution Manager, you will Team Development
• Develop and grow the team through effective mentoring, coaching, succession planning, and retention strategies.


• Build upon the culture of accountability, innovation, and strong results.

Operational Excellence: o Lead and support a team of specialists who: o Manages day-to-day online order execution to offer best in class end-to-end customer experience.

Oversee execution including but not limited to order backlog management, block management resolution, re-quotes, and SAP table management.

o Lead recovery of execution issues by securing supply and expediting unit deliveries to customers.

o Coordinate investigations related to customer executive escalations, identifying root causes, and recommending long term fixes to prevent issue recurrence.

o Support new launch activities by defining detailed execution plans and coordinating the repricing/conversion of backlog orders.

o Plan and execute online promotion such as IDL discounts and Order By Deliver By Christmas.

o Monitor fulfilment value-added services (VAS) such as omni-channel pick-up (APU), Immediate deliveries (IDL), Pick-up points (PuP), Timed deliveries (TDD) ensuring that the customer experience meets Apple's standards.

o Demonstrates sound judgment and decisive leadership to navigate complex challenges and crises effectively.

System and Process Innovation:
• Identify system enhancements for the execution tools.

Represent PAC region in WW forums including influencing the scope and feature prioritization of the global roadmap by liaising with WW and other regions on critical needs.


• Support the fulfilment roadmap by anticipating the impacts of new strategic programs on online execution.

Support UAT when required.


• Spearhead system fix resolutions from ticket creation, coordination with IS&T, to ticket closure.


• Anticipate the operational impact of strategic programs and develop mitigation plans as necessary.


• Champion initiatives to improve click to deliver, click to ship metrics among others that enhances customer experience.

Business Performance Measurement and Reporting
• Build and strengthen relationships with Apple Online, Supply Demand Management / Supply Demand Execution, Logistics, Finance, Legal / Compliance teams while driving innovative end-to- end solutions focused on improving Apple's click-to-deliver processes.


• Partner with the RFO Analytics teams to deliver online performance metrics reporting (Quarterly balance scorecard, Weekly Business Reviews, etc.)
• Communicate insights and key metrics to senior leadership level

Minimum Qualifications

• Min 6/8 years of proven experience in operations, supply chain management, or Finance.
  
  BS/BA or equivalent experience required.
  
  
• Bias for action with a strong sense of urgency to resolve issues
• Critical thinking with ability to see the big picture and zoom into the macro level technical detail
• Experience leading small/mid-size teams and several cross functional partner teams
• Stakeholder Management in a fast-paced matrix organization preferred.
  
  Ability to thrive in an ambiguous environment where role and responsibilities are shared across multiple groups

Preferred Qualifications

• E Commerce experience would be an advantage.
  
  
• Knowledge of SAP or equivalent ERP systems would be an advantage
• Demonstrated ability to analyze large data sets to identify trends, business issues and build insights that drive measurable improvements
• Strong communicator and presenter, with the capability to tailor presentation style to different levels of an organization
  Enjoys driving process innovation and adopting continuous innovation practices

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