digital services manager t2 resume example with 17+ years of experience

Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,

Dynamic senior professional possessing 15+ years of accomplishments, leveraging on-the-job experience and proven record of successfully managing multiple strategic initiatives focused on equity and inclusion. Drive productivity, profit, and strategy through transformative leadership and enthusiasm in cultivating highly-dedicated teams. Proven ability to adapt to demanding situations while maintaining clear communication and facilitating mission success. Cultivate partnerships and cultures of inclusions for complex operations, while implementing innovative solutions to collaboratively meet mission-critical challenges within a progressive organization.

  • Vendor Sourcing
  • Stakeholder & Business Leader Communication
  • Project/Program Management
  • Cross-functional Collaboration
  • Onboarding & Succession Plan
  • Strategic Planning & Execution
  • Diversity, Equity & Inclusion
  • Training & Development
  • Experience using Agile
  • Business Process Optimization.
10/2013 to Current Digital Services Manager T2 Apple | City, STATE,
  • Develop training initiatives, hiring strategies, succession planning, and upward growth to promote operational efficiency.
  • Contribute insight and best practices to solve content and training gaps.
  • Reduced incorrectly escalated issues by 10%; resolve digital media discrepancies, handle escalated issues, and mitigate risks to avert reputational damages.
  • Operated as a subject matter expert on all aspects of digital services and achieved stated objectives through positive team engagement and direct leadership.
01/2022 to 07/2022 Inclusion & Equality Program Manager Apple | City, STATE,
  • Foster programs focused on enhancing career conversations between underrepresented employees and their managers.
  • Build roadmaps, timelines and dependencies to meet milestones and pilot start dates.
  • Leverage versatility in all facets of inclusion & equality program model to support initiatives for driving productivity culture.
  • Partner with learning and development teams to build training and career development programs.
  • Collaborate with Change Management, Customer Insights and HRBP to define and deliver success criteria, develop participants and cohort structures.
  • Interview multiple 3rd party vendors and create funding proposals which are presented to Apple executive leadership team.
  • Increase bottom line results through new improved practices and implementation of efficient systems.
  • Enhance stakeholders relationships, team member career growth, and vertical expansion while promoting Inclusion & Equality throughout Apple America.
08/2018 to 04/2019 Program Manager of Machine Learning Apple | City, STATE,
  • Developed Machine Learning Proof of Concept initiations, organized and managed timeline's for DRI's and UI developers to track deliverables and timelines.
  • Transformed service delivery by creating concepts to enhance Machine Learning program and partners in business operations.
  • Established strategic customer relationships to leverage significant long-term business opportunities for brand expansion.
  • Created UI mock-up designs, serving as guideline for interfaces used by various teams.
  • Supported and aligned with business partners to develop models that produced highly accurate outcomes.
  • Implemented best practices to grow and increase profitability, while adapting to rapidly changing environments and marketplace needs.
  • Championed innovative and reliable operational solutions to help achieve and increase company revenues.
  • Devised and executed sales action plans designed to penetrate highly competitive markets and acquire new business.
08/2007 to 09/2013 Project Manager, T2 Apple | City, STATE,
  • Coordinated requirements, scheduling and addition of PST and GST calculation at checkout.
  • Maintained project files, books and correspondence in chronological date order for easy access and retrieval.
  • Addressed customer engagement in Canada, creating roadmaps and collaborated with business partners to achieve key metrics.
  • Drove establishment and implementation of a culture of success that amplify ongoing business engagements with partners and goal achievement.
  • Promoted successful implementation of new programs ensuring a well-defined, efficient process for more positive results.
  • Collaborated with cross-functional teams to develop and implement plans for operations, processes, and personnel designed to accommodate continuing growth objectives.
  • Established new sources of revenue and expanded existing business relationships to generate additional revenue.
  • Improved Customer Satisfaction by 30% YoY.
01/2006 to 08/2007 Recruiter & Training Coordinator IPhone Launch Apple Online Store, Apple | City, STATE,
  • Recruited 100+ individuals in preparation for iPhone launch Customer Service Role.
  • Deployed multiple projects and tasks to ensure high quality/timely delivery of materials.
  • Managed 35 iPhone launch employees with procedures for best possible experience for all stakeholders.
  • Interviewed 150+ iPhone launch Customer Service applicants Trained 70+ iPhone launch new hire employees.
  • Created energy and excitement around Apple products, providing solutions and getting products into customers hands while finding opportunities to connect business professionals and/or entrepreneurs through Apple online store.
  • Provided troubleshooting support with advice and solution on the spot, using knowledge of current Apple technology to help with iPhone devices.
  • Mentor new employees to help them acclimate to the Apple online store environment.
11/2004 to 01/2006 Online Store Senior Escalation Specialist Apple | City, STATE,
  • Worked quickly and efficiently to respond to emails within 4-hour SLA Onboarded and trained new Escalation agents.
  • Drove profitably and grew revenue for target accounts in partnership with cross-functional teams
  • Resolved customer escalations via client engagement/emails, increasing satisfaction..
  • Cultivated solid business relationships within the various decision-makers and influencers at all levels at each target account; used quarterly forecasting and pipeline management to manage sales growth.
Education and Training
Expected in 05/1998 to to Theology Degree | Youth Pastoral Studies Christ For The Nations Institute, Dallas, TX, GPA:
Expected in to to | General Studies Burlington Community College, , GPA:

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Resume Overview

School Attended

  • Christ For The Nations Institute
  • Burlington Community College

Job Titles Held:

  • Digital Services Manager T2
  • Inclusion & Equality Program Manager
  • Program Manager of Machine Learning
  • Project Manager, T2
  • Recruiter & Training Coordinator IPhone Launch
  • Online Store Senior Escalation Specialist


  • Theology Degree
  • Some College (No Degree)

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