About Us
At Apple, we're not just building products – we're revolutionizing entire industries with innovation, diversity, and a shared responsibility for inclusion. Our team is passionate about delivering a magical, personal digital experience for our customers, wherever they are. We're looking for an extraordinary leader to help us do extraordinary things.
About the Role
We're seeking an experienced Full Stack Manager to lead our Apple Store Online Infrastructure Operations team. As a key member of our team, you'll be responsible for crafting a world-class telecommunications experience for our customers contacting Apple's Retail Stores or our Retail Customer Care teams. You'll lead a team of technical operations experts, establishing key success metrics and driving action to ensure the health and operation of our telecommunications platforms.
Key Responsibilities
- Lead a globally distributed team of individual contributors and manager(s) to deliver high-quality results on time.
- Owning the relationship with technology partners, including IVR suppliers, and working multi-functionally with internal IT partner teams.
- Managing prioritization of domain experts for projects intersecting telephony, chat, email, digital tasks, IVR infrastructure.
- Defining and/or influencing strategy and direction for future technology and customer experience investments.
- Maintaining 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.
- Engaging deeply in telecommunications technology trends across contact centers, e-commerce, and retail industries, using these findings to advance capabilities in your function.
- Leading your team in support of contact center goals of service level consistency, cost/labor optimization, routing accuracy.
- Ensuring your team provides Tier 2 support for Production Support team for the products they own. Supervising high-priority incidents for opportunities, and engaging to reduce duration and/or impact.
- Developing application scorecards, ensuring business needs are met, and trending insights are identified and made actionable by your and supporting teams.
Essential 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.
Career Growth Opportunities and Learning Benefits
At Apple, we're committed to helping our employees grow and develop their careers. As a Full Stack Manager, you'll have access to a range of learning and development opportunities, including training programs, mentorship, and career coaching. You'll also have the opportunity to work on high-profile projects and collaborate with cross-functional teams to drive innovation and growth.
Work Environment and Company Culture
As a remote worker, you'll have the flexibility to work from anywhere, at any time. Our company culture is built on a shared responsibility for inclusion, diversity, and innovation. We're passionate about creating a workplace where everyone feels welcome, valued, and inspired to do their best work.
Compensation, Perks, and Benefits
We offer a competitive salary, comprehensive benefits package, and a range of perks and incentives. Our benefits include health insurance, retirement savings, and paid time off, as well as access to exclusive employee discounts and programs.
How to Apply
If you're a motivated and experienced leader with a passion for telecommunications and customer experience, we'd love to hear from you. Please submit your application today, and join our team of innovators and game-changers.
Join Our Team!
This is a fantastic opportunity to grow your career and make a real impact on our customers' lives. If you have the skills and passion we're looking for, please submit your application today.
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