Manager, Apple Store Online Infrastructure Operations - Lead the Future of Customer Experience
Job Summary:
Join Apple's innovative team as a Manager, Apple Store Online Infrastructure Operations, and revolutionize the digital experience for customers worldwide. As a leader in the Infrastructure Operations team, you will drive the seamless communication experience for customers interacting with Apple's Retail Stores and Retail Customer Care teams. This role offers a unique opportunity to leave your mark on a global customer experience, leveraging cutting-edge technologies and collaborative partnerships.Key Responsibilities:
- Lead a team of technical operations experts to ensure a seamless and ever-improving communication experience for customers.
- Partner with product teams to ideate and define capabilities that advance operational reliability and flexibility.
- Provide leadership and direction across multiple projects, ensuring partner needs are met and teams receive clarity and direction.
- Own vendor relationships with IVR suppliers and collaborate with internal IT partner teams.
- Develop and implement strategies to drive performance, improvements, and innovations within the organization.
Requirements:
Minimum Qualifications:
- 5+ years of experience leading technical teams in a directly relatable function.
- Demonstrated capabilities following ITIL or similar models of IT service management.
- Knowledge of and confidence working across multiple Project and Product management methodologies (PMP, SCRUM/Agile, Waterfall).
- User Acceptance and Production Validation Testing (UAT and PVT) experience.
Preferred Qualifications:
- Strong analytical capabilities to analyze business, find opportunities, trends, and insights.
- Superb communication skills (written, verbal, and presentation).
- Experience leading technology supplier relationships, including contract reviews and business reviews.
- Leadership in migrating from premise-based to Cloud-based multimedia interaction platforms.
- Knowledge of industry trends and usage of AI, automated decisioning, and alerting and supervising in contact center environments.
What We Offer:
- Competitive salary.
- Opportunity to work with a global team and impact millions of customers.
- Innovative and dynamic work environment.
- Professional growth and development opportunities.