WPC Partner Ops Support & Optimization

Imagine what you could do here. The people here at Apple dont just create products they create the kind of wonder thats revolutionized entire industries. Its 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 are looking for a strategic and technically fluent Support Infrastructure Program Lead to design implement and manage our enterprise support tool ecosystem (including Sonar Partner Hub other intake platforms) and reporting this role you will drive data-driven insights automation and continuous improvement across global partner operations. You will play a pivotal role in transforming support from reactive into a proactive driver of product and business roadmaps. Ultimately your work will ensure that support processes are automated and measured providing teams with the performance visibility needed to shift toward proactive predictive issue resolution.n

In this role you will own the support tool strategy alignment enabling reporting frameworks automation workflows and AI/ML initiatives representation. You will partner closely with ISu0026T Product Engineering Data Science and Global Operations teams to drive operational velocity and high adoption rates of enterprise support tools. While you will not be responsible for core product engineering basic ticket resolution or vendor staffing your strategic focus will encompass the core accountabilities below.n

Support Tool Ecosystem u0026 Platform StrategynManage the Support tools portfolio (Sonar Nucleus Dashboards Chat).nArchitect reporting frameworks for the organization and scale them to wider AI/ML integration initiatives as the primary representative for the Support u0026 Optimization u0026 Smart RoutingnImplement predictive support and smart routing escalation processes and utilize system alerts (such as SOC issue routing).nIdentify enhancements to drive improvements in customer satisfaction and service Feedback EnginenFormalize the process of turning support data into product feed trend data (e.g. confusing error messages recurring integration blockers) back to Engineering and Product with cross-functional teams to prioritize tool and process Rollout u0026 Change ManagementnExecute change management actions to break down regional silos during tool tool rollouts and coordinate user acceptance testing (UAT).nProvide training documentation and break-fix support for new tool

nExpertise in systems architecture support tool data design and technical fluencynStrong background in workflow automation process engineering and systems thinkingnDemonstrated ability in strategic planning root cause analysis and feedback loop designnProven track record in change management (including breaking down regional silos) overseeing tool rollouts UAT coordination and technical documentationnStrong cross-functional collaboration skills with the ability to influence ISu0026T and Engineering tool roadmaps operational processes and AI/ML investment prioritiesnStrong decision-making skills regarding tool configuration dashboard structures data reporting standards and automation rulesnBachelors degree or equivalent experience

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