Manager, Apple Store Online Infrastructure Operations - Technical Leadership for Seamless Customer Experience

Join the Apple Store Online Team as a Manager, Apple Store Online Infrastructure Operations

Imagine being part of a team that revolutionizes the way people experience technology. At Apple, our people don't just create products - they build wonder that transforms industries. We're looking for a talented Manager, Apple Store Online Infrastructure Operations to lead our Infrastructure Operations team within the Apple Store Online (ASO) and ensure a seamless and ever-improving communication experience for our customers.

About Apple and the Apple Store Online Team

Apple is a company that values diversity, inclusion, and innovation. Our people are passionate about creating products and experiences that make a difference in people's lives. The Apple Store Online team is responsible for delivering a magical, personal digital experience where customers can shop, buy, and learn everything Apple. We're looking for someone to join our team and help us set the bar for an exceptional customer experience.

Job Summary

As a Manager, Apple Store Online Infrastructure Operations, you will lead a team of technical operations experts to ensure the health and operation of our telecommunications platforms. You will partner with product teams to ideate and define capabilities that advance operational reliability and flexibility. 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.

Key Responsibilities:

• Lead a globally distributed team of individual contributors and manager(s) to ensure a seamless and ever-improving communication experience for our customers.
• Own the relationship with technology partners and manage prioritization of domain experts for projects intersecting telephony, chat, email, digital tasks, IVR infrastructure.
• Define and/or influence strategy and direction for future technology and customer experience investments.
• Maintain 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.
• Engage deeply in telecommunications technology trends across contact centers, e-commerce, and retail industries, using these findings to advance capabilities in your function.
• Lead your team in support of contact center goals of service level consistency, cost/labor optimization, routing accuracy.
• Ensure your team provides Tier 2 support for Production Support team for the products they own.
• Supervise high-priority incidents for opportunities, and engage to reduce duration and/or impact.
• Develop application scorecards, ensuring business needs are met, and trending insights are identified and made actionable by your and supporting teams.

Requirements and Qualifications

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.

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.

What We Offer

Compensation and Benefits:

We offer a competitive salary and a comprehensive benefits package that includes:

• Opportunities for career growth and professional development.
• Collaborative and dynamic work environment.
• Recognition and rewards for outstanding performance.
• Diverse and inclusive culture.
• Flexible work arrangements, including remote work options.
• Access to cutting-edge technology and tools.
• Comprehensive health and wellness programs.

Why Join Us?

At Apple, we're passionate about creating products and experiences that make a difference in people's lives. We're looking for talented individuals who share our values and are excited about the opportunity to join our team. As a Manager, Apple Store Online Infrastructure Operations, you'll have the opportunity to:

• Lead a team of technical operations experts and make a significant impact on our customers' experience.
• Partner with product teams to ideate and define capabilities that advance operational reliability and flexibility.
• Develop and implement strategies to improve service level consistency, cost/labor optimization, and routing accuracy.
• Collaborate with cross-functional teams to drive business outcomes.

How to Apply

If you're excited about the opportunity to join our team, please submit your application. We can't wait to hear from you!

Apply Now and take the first step towards a rewarding new role.