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.
Ready to Lead the Future of Customer Experience?
Apply now to join Apple's team and become a vital part of our success story. Apply Now
Apply Now
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.
Ready to Lead the Future of Customer Experience?
Apply now to join Apple's team and become a vital part of our success story. Apply Now
Apply Now