WW Retail Online Production Support Manager
Austin, Texas, United States
Corporate Functions
The people here at Apple don’t just create products — we build the kind of wonder that’s revolutionized entire industries. It’s the diversity of our people and their ideas that encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple and help us leave the world better than we found it!
The Production Support Manager will lead a team of self-starters, and will establish key operational metrics and supervise strategy at both the individual level, and for the health of our enterprise platforms. This leader will partner with our IS&T teams and Product owners to drive incident review, extraction of takeaways and next steps, and a continuous improvement focus across our tools.
You will build trust and awareness of our platforms and the support processes we own, including regular review sessions and publication of status updates when issues are occurring. A proven history of building analytical workflows and solutions that highlight trends in support lifecycle, and drive a reduction of total ticket volume and time to closure. Additionally, your experience participating in projects, alongside your day to day operational role, will ensure that our internal partners and team members remain highly aware of the ongoing operational needs of the business and your team.
To be successful in this role, you will have a passion for solving problems, a high degree of organization and follow-through, and an ability to communicate effectively across a variety of technical proficiencies. A record of delivering high-quality results on time, taking ownership of issues and tasks with an appropriate sense of urgency, and making the hard calls when needed. A creative problem-solver, and eager to go above and beyond to get the job done in your global leadership role — which means working hours that are conducive to establishing your team and partnerships globally, as well as when urgent questions or situations may arise.
Key Qualifications
- 5+ years of experience managing technical teams, in a production support or internal help desk function, with deep exposure to contact center and e-commerce technologies.
- Familiar with ITIL standard methodologies (or similar models of IT service management) and applies these in their daily approach to solving support related issues.
- Is an excellent communicator whether written, verbal, presentation focused medium.
- Demonstrates application of analytical skills to drive insights development, findings, and a focus on what matters most for their business.
Description
- Lead global teams to establish processes to support Apple Retail Online for all production support issues, including raising tickets, triage, solving, crisis management, executive communication, status updates to broad business partners, root cause analysis, and prevention of recurrence.
- Define, build, and assess critical metrics to maintain awareness of the operational health of the product/platforms.
- Deepen expertise by product within the Production Support teams by encouraging relationship-building and development of a shared understanding of these tools with partner, collaborator, and technical teams.
- Manage your team with mentoring and development as a focus, whether via time dedicated to professional development or on the fly as situations may present learning/mentor opportunities.
- Influence product management teams, engineering, and IS&T partners to develop ongoing development resulting in increased stability and response for the tools/platforms that your team supports.
- Own definition, preparation, and hosting of regularly scheduled production support reviews with key partners and collaborator teams.
- Stay on top of IS&T critical initiatives; communicate impacts to Retail Customer Care (RCC) leadership and to Business Process Re-engineering and Business Operations teams.
- Establish RCC requirements for implementation of these initiatives
- Work non-standard hours to support your teams, and ongoing incident mitigation/response, which may occur at any time/day of the week.
- Some travel (up to 20%).
Education & Experience
BS/BA preferred or equivalent experience