Rcc Contact Center Jobs (NOW HIRING)

Imagine what you could do here! The people here at Apple don't just create products - they build the kind of wonder that's revolutionized entire industries. It's the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work.
Here on the Apple Store Online team, we are responsible for Apple's largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things.
We are seeking a highly motivated Senior Data Scientist to help inform innovation strategy by leading analysis into behavioral segmentation, pilot measurement, text analytics and AI tools integration. In this role, you will be part of Apple Store Online, with a particular focus on Retail Customer Care (RCC) performance and decision support. Using data and quantitative techniques, the decision support team acts as a consultant, providing insights and recommendations to inform the org's innovation strategy and to drive operational performance improvements at vendor and Apple contact center sites.
Description
In this role, you will define how we measure the performance of automated customer interaction systems, build analytical frameworks to compare outcomes across interaction models, and deliver insights that determine where automation creates value and where human expertise remains essential. You will work with structured operational data and unstructured conversation data at scale, applying NLP, experimentation, and statistical modeling to drive decisions that directly impact revenue, cost, and customer experience.You will be a part of the World Wide Analytics team within Retail Contact Center, partnering closely with engineering, operations, and product teams to measure and optimize performance across our global contact center operations.
Minimum Qualifications
8+ years experience working within business analytics, web analytics, e-commerce and customer analytics.
Bachelor's degree in computer science, mathematics, finance, statistics, econometrics or other quantitative field and 8 + years of professional experience in data science, machine learning, or advanced analytics, with demonstrated ability to translate business objectives into analytical frameworks and measurable outcomes.
Hands-on experience with text analytics, NLP, and sentiment analysis - including working with conversation or transcript data at scale.
Experience defining and establishing performance metrics and KPIs - particularly for new programs, systems, or technologies where measurement frameworks don't yet exist.
Experience designing and analyzing A/B tests and/or experience with quasi-experimental methods (ex. causal inference, diff-in-diff, propensity matching, synthetic controls) to measure the impacts of business interventions.
Strong programming skills in Python and SQL for large-scale data manipulation and analysis. Proficiency in data visualization tools (Tableau preferred).
Strong communication and storytelling skills - ability to translate complex analytical findings into clear recommendations for both technical and non-technical audiences, including senior leadership.
Preferred Qualifications
Familiarity with cloud data platforms, particularly Snowflake and AWS.
Master's degree in a quantitative field.
Previous experience measuring the performance of automated customer interaction systems (e.g., IVR, virtual assistants, self-service channels).
Experience in customer experience analytics, contact center operations, or customer interaction measurement.
Hands-on experience leveraging LLMs/Generative AI to improve productivity and generate new insights.
Previous experience in stakeholder management and large-scale cross-functional project work.
Masters Degree preferred
Contributes to an inclusive environment through respecting each other's differences and having curiosity to learn.
Demonstrates Apple's values