Manager, Apple Store Online Infrastructure Operations

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Austin, Texas, United States

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Summary

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 encourages 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 champion a culture where everyone belongs and is inspired to do their best work. Join Apple, and help us leave the world better than we found it! 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 a Manager of our Worldwide Infrastructure Operations team to help us do extraordinary things. Bring your passion and dedication to your job and there’s no telling what you could accomplish! Are you passionate about crafting an extraordinary customer experience? This Austin-based Manager will lead a worldwide team of telecommunications technical operations experts to ensure a flawless and ever-improving communication experience for our customers who try to reach Retail Stores or Retail Customer Care (contact centers). You will need to be able to lead a team of self-starters, establishing benchmarks for success and coordinating them to ensure the health and operation of our telecommunications platforms. You will partner with our product management teams to conceptualize and define capabilities that advance our ability to support the operations and flexibility that our business often needs. You will provide leadership and direction across multiple projects, often with contending timelines and work, ensuring that your partners remain highly satisfied and your team receives the clarity and direction that they need. You will handle vendor relationships with IVR suppliers, as well as working multi-functionally with internal IT partner teams. To be successful, you will need a passion for solving problems, a high degree of organization, follow-through, and the ability to communicate effectively with people of various technical proficiencies. You will interact and collaborate with partners across all business functions, levels and locations. Ideally you will have experience with: contact center operations tools and processes, speech recognition IVR applications, internal help desk support processes, project management, and user acceptance testing (UAT). You have a record of leading technical teams, delivering high-quality results on time, taking ownership of issues and tasks, and making the hard calls. You naturally step up and take ownership when there are situations needing engagement from your team, you are a creative problem-solver, a dedicated worker, well-organized, and eager to go above and beyond to get the job done.

Description

– Lead a team of 12 (current staff) in locations around the world. – Be responsible for the relationship with technology partners, including IVR developer and hosting partner. – Supply DRIs for capital-funded projects that intersect with telephony, chat, email, digital tasks, IVR infrastructure. – Identify and communicate resource constraints and creatively address them with project management and partners. – Set and/or influence strategy for future technology and customer experience investments, and direction in these products. – Maintain awareness of IS&T (especially Contact Center Tech and Networking or Voice) and business partner critical initiatives; communicate impacts to Retail Customer Care (RCC) leadership and to Business Process Re-engineering and Business Operations teams. – Establish RCC requirements for implementation of these initiatives. – Be immersed in telecommunications technology trends throughout contact center, e-commerce, and retail industries. Leverage these opportunities to advance change in RCC. – Lead Infrastructure Operations team in providing support to contact center goals of service level alignment, cost/labor optimization, routing accuracy. – Ensure Infrastructure Operations team is providing Tier 2 support for Production Support team in the products they own. Supervise high-priority incidents for opportunities for team to weigh in and reduce duration and/or impact. – Develop application scorecards to ensure business needs are met, and online trending insights are extracted and made actionable by your team and supporting teams. – Demonstrate Apple’s values of inclusion and diversity in daily activities. – Role model inclusive leadership behaviors and builds, develops and retains diverse teams. – Take action to ensure a safe, respectful and inclusive environment for all team members.

Minimum Qualifications

  • 5+ years of experience running technical teams.
  • Proven track record of running technology supplier relationship, including contract reviews, business reviews, scorecard design.
  • Knowledge of, and experience working across multiple Project and Product management methodologies (PMP, SCRUM/Agile, Waterfall).

Preferred Qualifications

  • Experience leading teams that develop or deliver contact center technologies, especially telecommunications and chat solutions.
  • Leadership in transformation from premise-based to Cloud-based multimedia interaction platforms, including Genesys, Nice, Five9, etc.
  • Development or implementation of telecommunication test automation solutions.
  • Demonstrated capabilities following ITIL or similar models of IT service management.
  • Capable of analyzing your business, and seeing opportunities, trends, and insights that enable you to work towards performance within your organization.
  • Experience defining scenarios for, and implementing User Acceptance Testing (UAT) and Production Validation Testing (PVT).
  • Superb communication skills (written, verbal, and presentation).

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