AMR Retail Online Production Support Manager

Apple; Austin (TX); On-site; USD 80,000 - 120,000; Full time

Job summary

Join a forward-thinking company as an AMR Retail Online Production Support Manager, where you will lead a dedicated team to enhance customer experiences in a dynamic environment. This role involves managing incident resolutions, fostering collaborations across technical teams, and utilizing your analytical skills to identify and address emerging challenges proactively. You will play a crucial role in ensuring operational excellence while mentoring your team. If you thrive in a fast-paced setting and are eager to drive improvements, this opportunity is perfect for you!

Qualifications

• 7 years of relevant technical work experience required.
• Experience managing a technical team in production support is essential.

Responsibilities

• Lead a team for rapid incident resolution and support.
• Develop processes to ensure visibility and follow-through.

Skills

Team Leadership

Analytical Skills

Communication Skills

Incident Resolution

Education

BS/BA degree in relevant field

Tools

ServiceNow

ITIL

Job description

AMR Retail Online Production Support Manager

Austin, Texas, United States Corporate Functions

Summary

Posted: Mar 04, 2025

Role Number: 200591462

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.

Description

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:

1. Engage in teleconference bridges with your team to drive rapid incident resolution, and bring in affected business users to test hypotheses and potential solutions.
2. Deepen expertise within the Production Support team by encouraging the building and fostering of relationships with partner, collaborator, and technical teams.
3. 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.
4. 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.
5. Develop processes and management systems to ensure visibility, understanding of, and follow-through across all aspects of the team.
6. Ability to occasionally work outside of typical AMR business hours to support product launches and other events requiring heightened support.

Minimum Qualifications

• 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.

Preferred Qualifications

• 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 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.