Summary Posted: Apr 11, 2024 Role Number: 200546635 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!
You know what it takes to inspire a team to create an incredible customer experience with every interaction. You’re a role model and leader who advocates for their team. You are able to coach, mentor and guide a group of Team Managers, providing help when they need it and bringing out their very best. You know how to provide feedback and lead performance.
The people here at Apple don’t just craft 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. Join Apple, and help us leave the world better than we found it.
Site Support Engineering (SSE) provides technical guidance to assist customer-facing Apple products. Additionally we provide feedback to improve Apple's products by providing to the collection of escalation details and through reporting. We are seeking an SSE Manager who will oversee the management and development of a team of Site Support Engineers. Key Qualifications Key Qualifications Two or more years of experience as a Team Manager, experience in a large or multi-site inbound contact center or similar dynamic environment supervising 15+ employees. Experience leading a Technical team is preferred. Knowledge of contact center management tools, processes, procedures, and performance metrics, and can innovate and improve as needed. Excellent written communication and interpersonal skills. Self-motivated to get things done as well as team motivator to ensure business needs are met. Exceptional time management and prioritization skills and has great attention to detail. Excellent understanding of the technical support business, including all tiers of technical escalation. Capable of innovative solutions that meet demanding departmental needs, including process, tools, and special tasks. Desire to take the initiative to investigate and resolve complex operational and support issues. Strong collaboration skills working across teams and departments. Willingness and flexibility in taking on new responsibility as the business requires. Experience with creating high quality custom reports and presentations is very desirable. Ability and willingness to work a variety of scheduled shifts, including evenings, weekends and holidays. Description Description At Apple, we believe in hard work, a fun environment, and the kind of creativity and innovation that only comes about when hardworking people from diverse backgrounds approach problems from varying perspectives. We believe each customer interaction is an opportunity to delight, impress, engage and inspire. We focus on all the small details to have the biggest impact.
As a Site Support Engineering Manager you'll be responsible for the following:
Oversight of department team members, functions, needs and activities.
Interacting directly and independently with other SSE teams, developers, engineers and functional experts that may reside in remote locations to understand the business problems and processes in order to bring resolution to issues and identify gaps and areas of opportunity.
Analyze business trends on which to base key decisions.
Successfully drive department objectives and goals as defined by the business.
Coach team to meet departmental goals.
Contributes to the development of customer support processes and procedures.
Manage efficiencies to reduce costs.
Some domestic and international travel may be necessary.
This position may also include performing Site Support Engineer duties and activities. These activities include technical troubleshooting, billing inquiries resolution, refunds, testing and other Internet Services SSE problem solving activities.
Education & Experience Education & Experience BA or BS minimum or equivalent experience Additional Requirements Additional Requirements
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