Manager, Apple Store Online Infrastructure Operations

Job Description

Lead a team of technical operations experts to ensure a seamless communication experience for customers contacting Apple's Retail Stores or Retail Customer Care teams.

Requirements

• 5+ years 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
• User Acceptance and Production Validation Testing experience

Responsibilities

• Leading a globally distributed team of individual contributors and manager(s)
• Owning the relationship with technology partners
• Managing prioritization of domain experts for projects intersecting telephony, chat, email, digital tasks, IVR infrastructure
• Defining and/or influencing strategy and direction for future technology and customer experience investments
• Maintaining awareness of IS&T and business partner critical initiatives
• Engaging deeply in telecommunications technology trends
• Leading your team in support of contact center goals
• Ensuring your team provides Tier 2 support for Production Support team
• Developing application scorecards