Job Details

AppleCare Vendor Alliance Manager

Elk Grove, California, United States

Support and Service

Summary

Posted: Jul 15, 2025

Role Number: 200612970

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 delight, engage and inspire – and that by focusing on the smallest of details, we can make big impact with our customers. Building this environment starts with you!

The AppleCare Global Vendor Strategy (GVS) team is seeking a Vendor Alliance Manager (VAM) to support our EMEIA Region with capacity planning and with strategic relationship management of our outsourced supplier network. The VAM is also a regional point of contact for other internal functional teams that engage with our suppliers, including Partner Operations Management, Governance, Risk & Compliance, Forecasting & Analytics, and Corporate Procurement. The VAM will report to the regional Direction and Planning Manager.

Description

The VAM works with various stakeholders to ensure that regional supplier portfolio strategies are effectively planned and implemented to support AppleCare Support objectives in the short, medium and long-term. When demand signals justify it, the VAM is responsible to source new contact centers and growing capacity with existing and new suppliers, conduct on-site assessments, and collaborate with Corporate Procurement during supplier negotiations.

The VAM drives strategic decisions regarding headcount allocation, program additions or decommissions in their region. The VAM engages in strategic discussions with supplier executives, collects and communicates updates, and participates in Apple internal initiatives related to suppliers both regionally and globally.

The VAM serves as the key point of contact for the Partner Operations Management team on strategic direction and non-operational issues, including governance, compliance, escalations, conflicts, commercial agreements, and risk assessment. The VAM is responsible for working cross-functionally on new site, LOB or new program launches and decommissions.

Lastly, the VAM serves as an escalation channel for our internal business teams and supplier executives to address any engagement issues.

Minimum Qualifications

• 7+ years contact center Supplier management experience or client services/account management experience with a contact center service provider

• Excellent oral & written communication skills and ability to navigate at multiple levels of engagement including senior level audience

• Effective analytical and structured problem-solving skills, with excellent communication and collaboration skills exhibited in complex operational settings

• Ability to distill complex challenges into a cogent strategy, and to present the strategy using content and talking points in a way that can be consumed by a broad audience

• Highly organized and able to make decisions based on a broad set of variables, quickly and efficiently

• Able to travel approximately 1 time per quarter, occasionally more than once

• Bachelor's Degree, or equivalent experience

Preferred Qualifications

• 12+ years of experience managing technical support and/or customer care contact centre operations

• Ability to work well with business owners to understand business needs and objectives

• Ability to work autonomously, and to collaborate optimally with a peer group

• COPC Registered Coordination Certification preferred

Pay & Benefits

At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $132,000 and $247,200, and your base pay will depend on your skills, qualifications, experience, and location.

Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan. You’ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation.Learn more about Apple Benefits. (https://www.apple.com/careers/us/benefits.html)

Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.Learn more about your EEO rights as an applicant (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) .

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.Learn more about your EEO rights as an applicant (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) .

Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation.

Apple participates in the E-Verify program in certain locations as required by law.Learn more about the E-Verify program (https://www.apple.com/jobs/pdf/EverifyPosterEnglish.pdf) .

Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Reasonable Accommodation and Drug Free Workplace policy Learn more .

Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more .

Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. If you’re applying for a position in San Francisco, review the San Francisco Fair Chance Ordinance guidelines applicable in your area.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.