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