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Apple Manager Apple Store Online Infrastructure Operations United States, Texas, Austin 15387153
19.12.2024
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 competing timelines and work, ensuring that your 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 multi-functionally with internal IT partner teams.Success in this role 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).
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
Additional Requirements
Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.
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