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Apple Director Apple Store Online Support Operations United States, Texas, Austin 944531342
Yesterday
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In this role, you will lead multiple global functions that operate in a follow the sun type model to ensure that we always have coverage in place. In addition to maintaining the responsive nature of the role where the team springs into action when things go wrong, you will also be responsible for defining a vision and strategy around how to get ahead of problems before they even occur. You will use your operational prowess to ensure processes and operational metrics are in place to meet business needs across your domain. Key focus areas within this role will involve: Implementing data monitoring/anomaly monitoring/alerting solution to identify signatures of trouble events and provide early detection capability. Revisiting operational metrics, and ensuring we have appropriate measuring of factors relevant to the purview of this function.
- 15+ years experience in an e-commerce systems, contact center operations, production support, or major incident management role, with 7+years being in a senior leadership role.
- 5+ yrs experience building and leading high performing technical teams with significant experience leading teams through transformation.
- Experience leading globally dispersed teams, and willingness to engage off-hours as required.
- Bachelor’s degree in a related field or equivalent practical experience.
- People centric leader, intentional about building a diverse and inclusive culture within their organization with a demonstrated ability to lead strategy and vision development across a portfolio of work to achieve desired business objectives.
- Builds capacity and capability within their teams through effective employee development, goal-setting, coaching, and communication.
- An excellent story-teller who has the ability to convey complex information to both technical and non-technical team members and understands the concept of saying more with less.
- Cross-functional leader, that builds trust, credibility, and lasting partnerships across organizations. Is consistently sought out as a trusted business partner and leader with a point of view by team members.
- Strong analytical problem-solver who is highly analytical and makes data driven decisions to drive business strategy and informed decision making.
- Excellent attention to detail, someone who thrives in an ambiguous, fast-paced environment where time is of the essence.
- Builds sound business strategies, and converts strategy to action by setting clear goals, articulating problem and opportunity statements clearly, and using available resources and timelines to deliver quality software and process based solutions.
- Has deep familiarity with contact center operations, contact routing infrastructure (Genesys Engage/CloudCX), production support, incident management, etc.
- Familiar with COPC/ITIL standard processes, ticketing management solutions, help desk support practices, etc.
- Experience implementing AI/GenAI technologies in solutions supporting business operations or customer engagement applications.
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