This is a key IS&T field position that will be primarily responsible for developing strong business relationships with Market teams, Market support teams and various IS&T functional groups to ensure proper support of Retail store systems and technology. The role will serve as the primary interface between IS&T and Market teams
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In depth understanding of technology in use at Apple Retail Stores (POS, Retail Network, Retail Hardware, Web Applications)
Exceptional analytical and problem solving skills
Excellent written and verbal communications skills with an ability to explain complex or technical problems/solutions in plain English
Experience with troubleshooting issues affecting multiple dependent systems
Ability to set priorities and manage multiple projects simultaneously on tight deadlines
Self motivated with the ability to work on various escalations and follow up with little external direction
Strong leadership skills with an ability to interact with all levels within the organization and express a well thought out point of view
Ability to create teams and partnerships within the field and corporate organization
Demonstrated ability to think globally/creatively, turn information into effective strategies, and drive results
Willingness to travel up to 75% of time is required
Store Management experience preferred
Description
Work closely with Market Director, store management, key IS&T teams and Market Support to identify and resolve top issues impacting technology in the Apple Retail Stores.
Use experience of store processes, systems and feedback received from Market Leaders and Store Leaders to recommend system enhancements and changes.
Actively monitor Espresso ticketing system looking for most problematic stores. Develop communication and strategy for improving store’s technology by providing on-site analysis, coordinating appropriate IS&T resources to address issues, or providing appropriate systems training to stores.
Partner with multiple application owners, systems owners, help line and key users for issue prioritization.
Proactively manage store systems support issues and act as the liaison between the business and IS&T providing status updates, driving teams to identify root-cause, and ensuring solutions are rolled out to all Retail Stores. Be the buffer between retail stores and the various IS&T teams.
Identify and communicate best practices to IS&T Field team.
Communicate detailed technical analysis and root cause reports to cross-functional IS&T teams.
Develop IS&T agenda for market meetings - communicate project updates and address technology topics.
Visit each store in the market quarterly to ensure systems are in good health and installed to expected standards. Follow-up with Store Leader on additional training needs or non-compliant system/technology installations that need to be addressed.
Develop training and communication strategy for Retail resources that will support IS&T. Lead the IS&T Interns and in store IS&T point of contacts in given market assisting with selection, training and support.
Oversee equipment deliverables, resource scheduling, systems setup for NSOs and remodels. Deliver high level IS&T systems/troubleshooting/ticketing support training new and existing store staff and management.
Education
High school diploma, college degree preferred.
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