WW Retail Online Production Support Manager

Apple; Austin (TX); On-site; USD 80,000 - 100,000; Full time

Job summary

An established industry player is seeking a Production Support Manager to lead global teams and enhance operational efficiency for their online retail platforms. This role requires a strong leader with a passion for problem-solving and a commitment to delivering high-quality results. You will oversee critical support processes, drive continuous improvement, and communicate effectively across various teams. Join a diverse and innovative environment where your contributions will make a significant impact on the organization and its customers. If you thrive in a dynamic setting and are eager to tackle challenges, this opportunity is perfect for you.

Qualifications

• 5+ years managing technical teams in production support or help desk.
• Strong analytical skills and excellent communication abilities.

Responsibilities

• Lead global teams to support Apple Retail Online for production issues.
• Define and assess metrics for operational health of products/platforms.
• Manage team development and mentor staff effectively.

Skills

Team Management

Analytical Skills

Communication Skills

Problem Solving

ITIL Methodologies

Education

BS/BA or equivalent experience

Job description

WW Retail Online Production Support Manager

Pay Competitive

Location: Austin, Texas

Employment Type: Other

Job Description

Req#: 200478557

Summary

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 is necessary. 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 is essential. You should be a creative problem-solver, 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.

Responsibilities

1. 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.
2. Define, build, and assess critical metrics to maintain awareness of the operational health of the product/platforms.
3. 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.
4. 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.
5. 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.
6. Own definition, preparation, and hosting of regularly scheduled production support reviews with key partners and collaborator teams.
7. 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.
8. Establish RCC requirements for implementation of these initiatives.
9. Work non-standard hours to support your teams and ongoing incident mitigation/response, which may occur at any time/day of the week.
10. Some travel (up to 20%).

Minimum Qualifications

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, or presentation focused medium.
• Demonstrates application of analytical skills to drive insights development, findings, and a focus on what matters most for their business.

Preferred Qualifications

Education & Experience: BS/BA preferred or equivalent experience.

Additional Requirements

• 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.

About the Company

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