Apple • Austin, TX 78703
Job #2648778602
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
Education & Experience
BS/BA preferred or equivalent experience
Additional Requirements
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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. Learn more about your EEO rights as an applicant (Opens in a new window) .
Apple will not discriminate or retaliate against applicants who inquire about,disclose,or discuss their compensation or that of other applicants. United States Department of Labor. Learn more (Opens in a new window) .
Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. If you're applying for a position in San Francisco,review the San Francisco Fair Chance Ordinance guidelines (opens in a new window) applicable in your area.
Apple participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program (Opens in a new window) .
Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) .
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