Apple · 1 hour ago
Director, Apple Store Online, Support Operations
Austin, TX
Full-time
Onsite
Director/Executive
15+ years expApple is a company that revolutionizes industries through innovation and diversity. They are seeking a Director for their Apple Store Online Support Operations to lead global functions that ensure operational efficiency and strategy development to proactively address issues. The role involves managing technical teams, implementing monitoring solutions, and driving automation to enhance customer service operations.
AppsArtificial Intelligence (AI)BroadcastingDigital EntertainmentFoundational AIMedia and EntertainmentMobile DevicesOperating SystemsTVWearables
Responsibilities
Lead multiple global functions that operate in a follow the sun type model to ensure that we always have coverage in place
Maintain the responsive nature of the role where the team springs into action when things go wrong
Define a vision and strategy around how to get ahead of problems before they even occur
Use 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
Implement data monitoring/anomaly monitoring/alerting solution to identify signatures of trouble events and provide early detection capability
Revisit operational metrics, and ensure we have appropriate measuring of factors relevant to the purview of this function
Lead 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
Qualification
Required
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+ years 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
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
Company
Apple
Apple is a technology company that designs, manufactures, and markets consumer electronics, personal computers, and software.
10001+ employees
H1B Sponsorship
Apple has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (6998)
2024 (3766)
2023 (3939)
2022 (4822)
2021 (4060)
2020 (3656)
Funding
Current Stage
Public CompanyTotal Funding
$5.67BKey Investors
Berkshire HathawayMicrosoftSequoia Capital
2025-05-05Post Ipo Debt· $4.5B
2025-01-16Post Ipo Debt· $0.31M
2021-04-30Post Ipo Equity
Leadership Team
Tim Cook
CEO
Craig Federighi
SVP, Software Engineering
Recent News
Venrock
2025-12-01
2025-09-25
Mac Daily News
2025-09-25
Company data provided by crunchbase