Director, Apple Store Online, Support Operations

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. Apple Store Online (ASO) Support Operations is an internally focused organization centered around providing support for Apple Store Online and our Customer Care Centers around the world. This team is responsible broadly for providing production support for internal systems and business processes supporting ASO, providing Apple hardware and services to our teams, and the infrastructure and operations that keeps contacts routing to the right places when customers are reaching out for assistance. This is a deeply technical team, and one that is often working to tackle complex and time critical issues when something unexpected has occurred.

Description In this role, you will lead multiple global functions that operate in a follow the sun type model to ensure that we always have coverage in place. In addition to maintaining the responsive nature of the role where the team springs into action when things go wrong, you will also be responsible for defining a vision and strategy around how to get ahead of problems before they even occur. You will use your operational prowess to ensure processes and operational metrics are in place to meet business needs across your domain. Key focus areas within this role will involve: Using systems performance and failure data to highlight takeaways and trends to drive activities with upstream product/technical teams that hold the keys to long term solutions that will unlock improved uptime and system adaptability. Implementing data monitoring/anomaly monitoring/alerting solution to identify signatures of trouble events and provide early detection capability. Revisiting operational metrics, and ensuring we have appropriate measuring of factors relevant to the purview of this function. Leading team through transformation where automation should be a focus, to allow our team members the capability to focus on the complex items requiring deep analysis and judgement.

Minimum Qualifications

• 15+ years experience in an e-commerce systems, contact center operations, production support, or major incident management role, with 7+years being in a senior leadership role.
• 5+ yrs experience building and leading high performing technical teams with significant experience leading teams through transformation.
• Experience leading globally dispersed teams, and willingness to engage off-hours as required.
• Bachelor's degree in a related field or equivalent practical experience.

Preferred Qualifications

• People centric leader, intentional about building a diverse and inclusive culture within their organization with a demonstrated ability to lead strategy and vision development across a portfolio of work to achieve desired business objectives.
• Builds capacity and capability within their teams through effective employee development, goal-setting, coaching, and communication.
• An excellent story-teller who has the ability to convey complex information to both technical and non-technical team members and understands the concept of saying more with less.
• Cross-functional leader, that builds trust, credibility, and lasting partnerships across organizations. Is consistently sought out as a trusted business partner and leader with a point of view by team members.
• Strong analytical problem-solver who is highly analytical and makes data driven decisions to drive business strategy and informed decision making.
• Excellent attention to detail, someone who thrives in an ambiguous, fast-paced environment where time is of the essence.
• Builds sound business strategies, and converts strategy to action by setting clear goals, articulating problem and opportunity statements clearly, and using available resources and timelines to deliver quality software and process based solutions.
• Has deep familiarity with contact center operations, contact routing infrastructure (Genesys Engage/CloudCX), production support, incident management, etc.
• Familiar with COPC/ITIL standard processes, ticketing management solutions, help desk support practices, etc.
• Experience implementing AI/GenAI technologies in solutions supporting business operations or customer engagement applications.

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 .