WW Retail Online Production Support Manager

Austin, TX 78701
  • Job Code
    200270682
Summary

Summary

Posted: Sep 7, 2021

Weekly Hours: 40

Role Number:200270682

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

Summary

Posted: Sep 7, 2021

Weekly Hours: 40

Role Number:200270682

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 worldwide teams comprising support experts who ensure Retail Online tools are performing at their very best.

Key Qualifications

  • 5 years or more experience managing technical teams, preferred in contact center technologies and/or internal help desk
  • Demonstrated capabilities following ITIL or similar models of IT service management
  • Established track record of driving continuous improvement efforts
  • Excellent communication skills (written, verbal, and presentation)

Description

The Production Support Manager will 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 enterprise platforms. This manager will partner with IS&T teams and product management owners to drive continuous improvement. Your experience in monitoring multiple projects with challenging timelines and deliverables will ensure that our internal partners and stakeholders remain highly satisfied and your team feels like they have the support they need. You will ensure appropriate executive communications are sent out for high-priority issues whenever they may occur. You will create mechanisms to promote trust and awareness of our platforms and the support processes we own, including regular platform support review sessions and publication of status updates.

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, internal support processes, and project management.

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 RESPONSIBILITIES:

Manage 3 teams of employees in locations around the world

Lead these teams to establish processes to support Apple Retail Online for all production support issues, including raising tickets, triage, troubleshooting, crisis management, executive communication, status updates to broad business partners, root cause analysis, and prevention of recurrence

Foster pillars of expertise by technical product within Production Support teams by encouraging relationship-building and personal development

Monitor KPIs to maintain awareness of support infrastructure within and adjacent to the teams you lead

Influence product management teams, engineering, and IS&T partners to foster conditions in which the platforms you support are increasingly more stable and responsive to the needs of the user population

Contribute to and facilitate regularly scheduled production support reviews with key partners

Stay abreast 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

Education & Experience

Bachelors degree or equivalent experience

Additional Requirements

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WW Retail Online Production Support Manager

Apple, Inc.
Austin, TX 78701

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