Summary

Role Number:200564526

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 foster a culture where everyone belongs and is inspired to do their best work.

Here on the Apple Store Online (ASO) 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 someone to help us do extraordinary things.

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Our Infrastructure Operations team within ASO is passionate about crafting a world-class telecommunications experience for our customers contacting Apple’s Retail Stores or our Retail Customer Care teams. You’ll lead a team of technical operations experts that ensure a seamless and ever-improving communication experience any time we engage with our customers. This is more than a job; it’s a chance to leave your mark on an experience that we build for us customers globally.

Description

In this role, you will be responsible for leading a team of self-starters, establishing key success metrics and driving action to ensure the health and operation of our telecommunications platforms. You will partner with our product teams to ideate and define capabilities that advance operational reliability and flexibility that our business requires. You will provide leadership and direction across multiple projects, often with competing timelines and work, ensuring that your partners needs are met and your team receives the clarity and direction they need. You will also own vendor relationships with IVR suppliers, as well as working multi-functionally with internal IT partner teams.

Success in this role requires you to be passionate about solving problems, and to demonstrate organization, follow-through, and an ability to communicate effectively with others across functional domains and varying technical proficiency. 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. Typical responsibilities will include:

– 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 (especially Contact Center Tech and Networking or Voice) and business partner critical initiatives; Communicating impacts to Retail Customer Care (RCC) leadership and to Business Process Re-engineering and Business Operations teams. Defining RCC requirements for implementation of these initiatives.
– Engaging deeply in telecommunications technology trends across contact centers, e-commerce, and retail industries, using these findings to advance capabilities in your function.
– Leading your team in support of contact center goals of service level consistency, cost/labor optimization, routing accuracy
– Ensuring your team provides Tier 2 support for Production Support team for the products they own. Supervising high-priority incidents for opportunities, and engaging to reduce duration and/or impact.
– Developing application scorecards, ensuring business needs are met, and trending insights are identified and made actionable by your and supporting teams.

Minimum Qualifications
• 5 years or more 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, including defining test scenarios, implementing, and analyzing results vs. expected outcomes

Key Qualifications

Preferred Qualifications
• Strong analytical capabilities allowing you to analyze your business, finding opportunities, trends, and insights that enable you to drive performance and improvements within your organization.
• Superb communication skills (written, verbal, and presentation).
• Having a presence that motivates your team, builds culture, and gains confidence among your partners.
• Consistent track record of leading technology supplier relationships, including contract reviews, business reviews, scorecard design, etc.
• Experience leading teams responsible for developing or delivering contact center technologies (ex. telecommunications and chat solutions)
• Leadership in migrating from premise-based to Cloud-based multimedia interaction platforms, including Genesys, Nice, Five9, etc.
• Development or implementation of telecommunication test automation solutions
• Knowledgeable of industry trends and usage of AI, automated decisioning, and alerting and supervising in contact center environments

Education & Experience

Additional Requirements
• Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant.