The Web Analytics Manager will perform quantitative and qualitative analysis
for AppleCare, Apple's Support website, to identify meaningful trends and
observations, based on a clear understanding of business objectives. This
person will leverage our cross-channel data platforms to extract customer
information, profile customer behavior and provide tangible, actionable
information to improve the efficacy of the Support web site and improve
customer satisfaction. The Web Analytics Manager will work with business
colleagues to understand the required analysis, work with IS&T and
third-party counterparts to design custom reports to meet the requirements,
and work with colleagues to make sure the results are properly interpreted
and used. Additional responsibilities include:
Use click through analysis, page conversion, search engine optimization and
content gap analysis to provide meaningful recommendations.
Serve as the internal subject matter expert to senior management on the
reporting tools and metrics, best practices, benchmarks, key performance
Identify data discrepancies and resolve data integrity issues by working
intensively with IS&T.
Understand and perform statistical analysis, such as calculating conditional
probabilities, distributions, and discerning between significance and noise.
Create and manage a channel-based reporting program from conception to
implementation and maintenance.
Required Experience and Skills:
The successful candidate will have strong experience in a web analyst or
business intelligence role, applying sophisticated analytical techniques on
large data sets. This requires experience and proficiency in writing
queries in Structured Query Language (SQL) to extract and transform data
from relational databases (Oracle, MySQL, Teradata, etc.). Previous
reporting and/or analysis experience for a large online presence (especially
in the customer support sphere) is desired but not required.
The Web Analytics Manager will have functional experience using one or more
of the following: Webtrends, Coremetrics, Omniture, Visual Sciences, Hitbox
(WebSideStory), Google Analytics, ClickTracks, or InQuira. Functional
experience is defined as transforming data derived from sophisticated
techniques into tangible actions that create significant value for the
business. Be ready to provide clear examples of how you used these tools to
create real value.
The Web Analytics Manager lives for the visual presentation of quantitative
information in the tradition of Edward Tufte and internalizes the Scientific
Method. Excellent written, verbal and presentation skills are a must.
The Web Analytics Manger will have a strong academic record and 3+ years of
quantitative experience (or an advanced degree in Mathematics, Statistics,
Computer Science, Operations Research, Physics, Life Sciences, Economics,
etc.). MBA from a top tier program is a plus.