RCC Business Operations Analyst
Core
Senior analyst defining operational KPIs, building data infrastructure, and driving quantitative insights for Retail Customer Care (RCC) performance at Apple Store Online.
Role type
Senior IC Business Operations Analyst (Analytics)
Builds
Scalable data infrastructure, KPI frameworks, and self-serve dashboards for RCC Operations
Domain
Retail / Customer Experience Analytics
Deliverable
dashboards & analysis
Required skills
Advanced SQL, Python, Data Visualization (Tableau), Text Analytics, NLP, Sentiment Analysis, KPI Definition, Data Modeling
Preferred skills
Cloud platforms (Snowflake, AWS), LLMs/Generative AI, Contact Center Operations
Technologies
Snowflake, AWS, Hadoop, Apache Airflow, Tableau, Python, SQL
Responsibilities
Define and govern operational KPIs and metrics frameworks; Conduct deep-dive quantitative analyses on conversation/transcript data; Partner with Data Engineering to build reporting systems; Translate business objectives into data-driven narratives and recommendations; Champion data quality and self-serve enablement.
Seniority
Senior, hands-on IC