Apple Inc. posted a job you might be interested in December 01, 2014 at 11:45AM

Apple Inc.



Maps Data Operations Manager

Ireland, IE - Consumer Electronics

Permanent



Job Title: Maps POI (Points of Interest) Editing Operations Manager - Cork (New Function)



Imagine what you could do here. At Apple, great ideas have a way of becoming great 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 are able to coach, mentor and lead a team of Maps POI editors providing help when they need it and bringing out their very best. You know how to provide feedback and manage performance. This position holds overall responsibility for the business operations of the Maps POI editing team in Cork. This includes adopting WW processes and establishing regional processes and procedures to ensure the team is functioning smoothly and efficiently.



This role is responsible for overseeing all operations and core production functions, including managing quarterly planning efforts designed to align resources and funding to strategic priorities, overseeing production, personnel management, including the performance review process and recruiting/staffing.

Key Qualifications:

•A minimum of 8 years relevant experience in managing the operations for a creative agency or in-house creative department.

•A demonstrated track record of managing a large operation.

•Previous experience within call center like environment desirable.

•Effective team building skills

•Strong communication skills mandatory.

•Passionate about creating structure and processes that support the development of amazing work in a creative environment.

•Forward thinking and the ability to foster innovation and creativity, while also maintaining a clear sense of business objectives.

•Extraordinary communication and relationship skills, including the ability to collaborate cross-functionally both up and down within the organization.

•Effective at driving and managing change.

•Ability to keep large teams focused on common goals.

•Strong problem-solving skills and resourcefulness.

•Efficient and productive with strong attention to detail.

•Ability to continuously re-prioritize and adapt to change.

•Driven leader who approaches things with a sense of urgency.

•Strong customer focus

•Ability to maintain composure under pressure

•Technical proficiency

•Analytical skills

•Able to handle ambiguity with grace.

Description:



•Oversee site resource planning and recruiting of new talent, including employees and contractors.

•Day to day staff supervision; Responsible for leading and developing Tier 1 and Tier 2 POI editing staff

•Handle escalations

•Identify staff training and development needs working with Training/Doc team

•Monitor and measure agent level performance

•Provide regular coaching & mentoring

•Provide formal and informal performance feedback, both team based and one-to-one, and take corrective action as required

•Hold regular staff meetings

•Participate in QBRs

•Support career path development for staff

•Promote positive employee behaviors by leading by example

•Perform daily queue management

•Monitor and meet defined performance goals

•Roster team for operations coverage

•Measure and report on operational performance

•Meet quality monitoring goals

•Participate in regular quality calibration sessions

•Proactively identify areas for operational improvement, including tools and processes

•Involvement in projects as required

•Develop and maintain awareness of industry best practices

•Develop ideal structure and resource plan that balances innovation, efficiency, and quality.

•Work closely with Senior Management, Training/Documentation, Quality, Policy and Engineering teams on continuous process improvement

Education:



BS/BA Degree or relevant experience

GIS background, helpful

Additional Requirements:

Desired Skills:

• Experience in quality management and systems; and /or operations

• Knowledge of Quality techniques: Design of Experiments, statistical process control methods and theory; six sigma methods

• Project and/or product management experience, proven leadership roles

• Strong analytical skills with working knowledge of statistical methods

No salary provided



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