Senior Manager of Infrastructure Readiness

Summary Posted: May 10, 2023 Role Number: 200479154 Apple is a place where extraordinary people gather to do their best work. Together we create products and experiences people once couldn’t have imagined — and now can’t imagine living without. If you’re excited by the idea of making a real impact and joining a team where we pride ourselves in being one of the most diverse and inclusive companies in the world, a career with Apple might be your dream job… Just be prepared to dream big! Apple’s Infrastructure Readiness team is looking for a Senior Manager to lead an organization that enables AppleCare Support. The successful candidate will drive the stability, growth and improvement of infrastructure solutions across channels and technologies, and lead the organization to meet defined goals and deliverables. Key Qualifications Key Qualifications 5+ years of experience managing and scaling large global organizations Track record of building collaborative working relationships across large organizations, leading and influencing leaders to deliver complex strategic projects Successful at instituting organizational processes that aid teams in accomplishing their goals Experience in identifying and mitigating infrastructure related risks, leveraging technical solutions and processes Strong analytical skills and use of data to drive business decisions Experience with telephony switching systems: Session Boarder Controller (SBC), Session Manager (SM), Call Manager (CM), Unified Communications Manager (UCM), and WebRTC Experience working with global carriers (AT&T, BT, SingTel, Tata) or Network services Exposure to contact center support technologies including Call recording and Workforce Management systems (NICE IEX, Aspect eWFM) Success with designing, building, and maintaining global telephony infrastructure solutions including inbound, outbound, virtual hold, click to call and scheduled callback contact methods Deep understanding of the full lifecycle project process including evaluating business and functional requirements, developing detailed business requirements, conducting technical design reviews, thoroughly testing, and implementing sustainable, flexible solutions Description Description As a Senior Manager for the Infrastructure Readiness team, you will be responsible for leading the global team that enables long-term vision, delivers design, and implements AppleCare’s contact center / Support platforms for all channels - voice, chat, email, and tasks. The ideal candidate for this position will have deep technical capabilities and exceptional ability to collaborate across organizations and regions. We serve as the telephony domain expert to project teams, business partners, vendors, regional business, and other groups within Apple, ensuring the work you and your team do is continuously improved, process oriented, and well documented. Key attributes include: The ability to motivate people, instill accountability, and achieve results through coaching of managers and individual contributors Refined ability to work at a detailed level with technical peers while also being able to articulate abstract concepts to executive management Excellent judgment when balancing technical limitations, business priorities, strategic direction, resource availability and project deliverables Ability to convert business requirements into technical designs and communicate the features and solution to multiple parties (business and IS&T) Education & Experience Education & Experience BA or BS degree in Computer Science, Computer Engineering, Business or proven comparable work experience Additional Requirements Additional Requirements Pay & Benefits Pay & Benefits At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $158,000 and $237,800, and your base pay will depend on your skills, qualifications, experience, and location. Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan. You’ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits. Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.