Manager, Infrastructure Operations

Austin, TX 78701
  • Job Code
    200227530
Summary

Summary

Posted: Mar 10, 2021

Weekly Hours: 40

Role Number:200227530

The people here at Apple don't just build products - we craft the kind of wonder that's revolutionized entire i...Summary

Summary

Posted: Mar 10, 2021

Weekly Hours: 40

Role Number:200227530

The people here at Apple don't just build products - we craft the kind of wonder that's revolutionized entire industries. It's the diversity of those people and their ideas that supports the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple and help us leave the world better than we found it.

Imagine what you could do here at Apple. New insights have a way of becoming phenomenal products, services, and customer experiences very quickly. Bring your enthusiasm and dedication to your job and there's no telling what you could accomplish! Are you passionate about crafting a world-class customer experience? This Austin-based Manager will lead a worldwide team of telecommunications technical operations experts to ensure a seamless and ever-improving communication experience for our customers who try to reach Retail or Retail Customer Care.

You will need to be able to manage a team of self-starters, establishing key metrics for success and monitoring for them at both the individual level and for the health of our telecommunications platforms. You will need to partner with product management teams to create operationally feasible solutions for business needs. Your experience in monitoring multiple projects with competing timelines and deliverables will ensure that your internal partners and stakeholders remain highly satisfied and your team feels like they have the support they need. You will manage vendor relationships with IVR suppliers, as well as working cross-functionally with internal IT partner teams.

To be successful, you will need a passion for solving problems, a high degree of organization, follow-through, and the ability to communicate effectively with people of various technical proficiencies. 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 are a creative problem-solver, a dedicated worker, well-organized, and eager to go above and beyond to get the job done.

Key Qualifications

  • 5 years or more experience managing technical teams, preferred in contact center technologies
  • Proven track record of managing technology supplier relationship, including contract reviews, business reviews, scorecard design
  • Demonstrated capabilities following ITIL or similar models of IT service management
  • Project and Product management (PMP, SCRUM/Agile, Waterfall) methodologies
  • User Acceptance Testing (UAT)
  • Business Analysis
  • Excellent communication skills (written, verbal, and presentation)

Description

Manage a team of 6 employees and 3 contractors (current staff) in locations around the world
Own the relationship with technology partners, including IVR developer and hosting partner
Supply DRIs for capital-funded projects that intersect with telephony, chat, digital tasks, IVR infrastructure. Identify and communicate resource constraints and creatively address them with project management and stakeholders
Set and/or influence strategy for future investments and direction in these products
Maintain awareness of IS&T (especially Contact Center Tech and Networking or Voice) strategic initiatives; communicate impacts to Retail Customer Care (RCC) leadership and to Business Process Re-engineering and Business Operations teams. Establish RCC requirements for implementation of these initiatives.
Be immersed in telecommunications technology trends throughout contact center, e-commerce, and retail industries. Leverage these opportunities to advance change in RCC.
Lead Infrastructure Operations team in providing support to contact center goals of service level adherence, cost/labor optimization, routing accuracy
Ensure Infrastructure Operations team is providing Tier 2 support for Real-time Operations team in the products they own. Monitor high-priority incidents for opportunities for team to weigh in and reduce duration and/or impact.
Develop application scorecards to ensure business needs are met

Education & Experience

Product Ownership experience preferred
Project Management Certification preferred
Bachelors degree required, master's degree preferred (or equivalent experience)

Additional Requirements

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

Manager, Infrastructure Operations

Apple, Inc.
Austin, TX 78701

Join us to start saving your Favorite Jobs!

Sign In Create Account