WorldWide Manager, Infrastructure Operations
Austin,Texas,United States
Corporate Functions
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 inspires 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 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. Our Infrastructure Operations team within ASO is focused on creating a world-class telecommunications experience for our customers engaging Apple's Retail Stores or our Retail Customer Care (RCC) teams. In this leadership role, you'll lead a global 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 create 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 overlapping timelines and deliverables, ensuring that your business 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 cross-functionally with internal IT partner teams. Success 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 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 resource allocation of subject matter 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 the Infrastructure Systems & Technology (IS&T) team (especially Contact Center Tech and Networking or Voice) and business partner initiatives; Communicating impacts to 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, applying these insights to advance capabilities in your function. - Leading your team in support of contact center goals of service level alignment, cost/labor optimization, routing accuracy - Ensuring your team provides Tier 2 support for products owned by the Production Support team. Monitoring 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
10 years experience in a role responsible for developing, delivering, or operating/configuring contact center technologies (ex. chat, telephony/telecommunications, task solutions),
2 years experience leading a team(s) with members reporting directly
Demonstrated experience managing supplier relationships including contract reviews, business reviews, performance management, defining/measuring KPI's, etc.
BS/BA in a technical field, or 14+ years professional experience in a directly relatable role.
Key Qualifications
Preferred Qualifications
Leader experienced in defining organizational structures, hiring and developing diverse, highly motivated teams, and building a positive team culture.
Communicates effectively and influences at all levels of an organization, whether with a peer or senior exec, via verbal, written, or visual medium
Strong analytical capabilities allowing you to identify opportunities, trends, and insights which drive performance and improvements within your organization.
Knowledgeable of and applies ITIL or similar models of IT service management
Leadership in migrating from premise-based to Cloud-based multimedia interaction platforms, including Genesys, Nice, Five9, etc.
Experience with Project and Product management methodologies (PMP, SCRUM/Agile, Waterfall)
Experience with User Acceptance Testing (UAT) and Production Validation Testing (PVT), including defining test scenarios, performing testing, and analyzing results vs. expected outcomes.
Development or implementation of telecommunication test automation solutions
Knowledgeable of industry trends and usage of AI, automated decisioning, and alerting and monitoring in contact center environments
Education & Experience
Additional Requirements
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