AMR Retail Online Production Support Manager
Imagine what you could do here! The people here at Apple don’t just create products — they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work.
Here on the Apple Store Online team, we are responsible for Apple’s largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things.
The AMR Retail Online Production Support Manager will lead a team of self-starters, and will partner with our IS&T teams and product owners to drive incident resolution and apply a continuous improvement focus across our tools and systems. You will solve complex problems, possess a high degree of organization and follow-through, and communicate effectively across a variety of technical disciplines. You will build trust and awareness of our platforms and the support processes owned by your team, including publication of status updates to business partners when issues are occurring. Your experience participating in projects, alongside your day-to-day operational role, will ensure that our internal partners remain highly aware of the ongoing operational needs of the business and your team.
When P1 or P0 incidents are raised, you will lead your team to provide support responsibilities, coordinating both IS&T problem-solving functions as well as in-the-moment business recovery tactics simultaneously. You will host recurring reviews with business partners, product owners, and technical teams, focusing on recent incidents and projects, while leading change to build additional fault tolerance within our tools and systems. Your exceptional analytical skills will lead the organization to proactively identify issues before being reported by our business partners, providing team leadership to identify emerging trends and coordinating necessary resources to solve such issues.
RESPONSIBILITIES:
- Engage in teleconference bridges with your team to drive rapid incident resolution, and bring in affected business users to test hypotheses and potential solutions.
- Deepen expertise within the Production Support team by encouraging the building and fostering of relationships with partner, collaborator, and technical teams.
- Manage your team with mentoring and development as a focus, whether via time dedicated to professional development or real-time as learning and development situations occur. Audit your team’s performance and course correct when needed.
- Use data to tell a story, provide insight into emerging challenges, and lead the implementation of related changes to continually improve the team’s ability to better serve our customers and business partners.
- Develop processes and management systems to ensure visibility, understanding of, and follow-through across all aspects of the team.
- Ability to occasionally work outside of typical AMR business hours to support product launches and other events requiring heightened support
- Experience managing or acting as a team lead within a technical team in a production support or internal help desk organization.
- 7 years of relevant Technical Work Experience.
- Superb communication skills using verbal, written, and presentation-focused methods, including the ability to communicate technical concepts to audiences of varying technical comprehension.
- Demonstrated analytical ability to drive service recovery, incident resolution, and systematic improvements for our business partners.
- 3 Years of leadership experience supporting contact center and e-commerce technical solutions
- Hands-on experience with ServiceNow or a similar ticketing system
- Familiar with/certified within ITIL or similar Information Technology Service Management (ITSM) frameworks
- An eagerness to learn and apply new technologies to introduce additional efficiencies within the team
- BS/BA degree or higher in a relevant course of study
Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote 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. Learn more about your EEO rights as an applicant.