Production Support Program Lead

Summary Posted: Nov 16, 2023 Weekly Hours: 40 Role Number: 200521616 Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish! It’s the diversity of our people and their ideas that inspires the innovation that runs through everything we do. Join Apple and help us leave the world better than we found it! The WW Channel Interactive Technology Team develops and manages a suite of systems, products and tools that enable world-class in-store demo experiences for millions of Apple customers worldwide within Apple’s Channel partners. As the Production Support Program Lead, you will use your business and technical expertise to ensure that we deliver excellent support for our field partners on our products and tools, while keeping in mind customer experience excellence. In addition this role will ensure that feedback collected by the support teams is communicated back to the product management team in a timely and effective manner. This role is an opportunity for a motivated individual to apply creative problem solving skills, who is results-oriented and thrives in a fast-paced environment to deliver outstanding customer service, while balancing the needs of multiple teams and maintaining a strong sense of empathy with key partners. Key Qualifications Key Qualifications Minimum 8 years of experience as operational program management, with large, highly cross-functional initiatives and/or support initiatives, preferably with an emphasis in technology Proficiency with macOS and iOS, Apple Apps and services (i.e. iCloud), and Apple hardware Exemplify flexible thinking, curiosity, dedication to quality and focus on details Self-starter who works optimally in a dynamic environment and is comfortable managing ambiguity while delivering projects to completion with minimal oversight Excellent written and verbal communication skills with experience presenting across different audiences, including leadership Strong analytical skills with the ability to synthesize large data sets, both quantitative and qualitative, and formulate recommendations Description Description - Act as the primary point of contact for emerging production support issues across portfolio of products and tools - Manage production support findings through proper triaging, troubleshooting, analyzing data to assess scope and impact and reporting findings to applicable stakeholders - Track and manage productions issues, prioritize and review open production issues with product manager, applicable technical teams and regional teams. Escalate as necessary - Plan, create and lead forums to knowledge share between support teams and relevant stakeholders based on feature release timelines - Establish and refine support engagement models, processes and documentation - Manage process for collecting feedback on support processes, updating support documentation and conduct training with support teams and regional teams as applicable - Track the quality of support programs through the use of metrics and dashboards. Identify recommendations for areas of improvement and share with relevant stakeholders and leadership Education & Experience Education & Experience Bachelors degree or equivalent experience. Additional Requirements Additional Requirements