Global Analytics Leader for GenAI & Customer Care

Socket.dev; Cupertino (CA); On-site; USD 180,000 - 260,000; Full time

Job summary

Apple is seeking an experienced analytics leader to own Worldwide Analytics within RCC Business Operations. You will lead a team of data scientists and analysts focused on GenAI performance, strategic analysis, and a consolidated worldwide business narrative for leadership.

The role emphasizes measuring containment, resolution quality, and customer impact across global channels. The ideal candidate brings strong leadership, analytical rigor, and the ability to partner cross-functionally to drive

Qualifications

• 3+ years of people management experience in analytics teams.
• 8+ years of analytics/data science experience with measurable outcomes.
• Experience defining performance metrics and measurement frameworks for new programs or technologies.
• Strong familiarity with SQL, Python, Tableau, Snowflake to guide technical teams.
• Excellent communication and storytelling for senior leadership.

Responsibilities

• Lead Worldwide Analytics team within RCC Business Operations and own GenAI performance measurement, strategic analysis, and executive reporting.
• Define measurement frameworks for GenAI effectiveness across voice and chat channels.
• Provide analytical rigor behind leadership decisions and cross-functional initiatives across product, operations, and strategy.
• Collaborate with engineering, product, operations, and global field leadership to ensure metric integrity and data-driven decisions.
• Modernize the data foundation and evolve how intelligence is delivered to the business.

Skills

People management

Analytics leadership

Metrics framework

Communication

Storytelling

Cross-functional collaboration

Generative AI

NLP

Text analytics

Sentiment analysis

Data storytelling

Education

Bachelor's degree in quantitative field

Master's degree preferred

Tools

SQL

Python

Tableau

Snowflake

Job description

Apple is seeking an experienced analytics leader to own Worldwide Analytics within RCC Business Operations. You will lead a team of data scientists and analysts focused on GenAI performance, strategic analysis, and a consolidated worldwide business narrative for leadership.

The role emphasizes measuring containment, resolution quality, and customer impact across global channels. The ideal candidate brings strong leadership, analytical rigor, and the ability to partner cross-functionally to drive