ERIC MANNELLA
Greater Montreal Area,Canada
Summary
Dynamic senior operations leader with over 20 years of experience managing high-volume, multi-team service organizations for renowned global brands, including Apple and Le Château. Proven track record of leading teams of 180+ staff and overseeing more than 10,000 customer interactions weekly, consistently achieving exceptional service quality and operational excellence. Recognized for fostering high-engagement teams, evidenced by a 100% employee Net Promoter Score (NPS), while executing complex operational transformations and collaborating cross-functionally to enhance performance at scale. Committed to driving results through strategic leadership and innovative solutions in fast-paced environments.
Overview
2025
2025
years of professional experience
Work History
Operations Lead
Apple Inc.
01.2018 - 01.2025
- Owned end-to-end service delivery, workforce performance, and operational execution for a high-volume Apple retail and technical support operation serving 10,000+ customers per week and employing up to 180 staff.
- Owned staffing, scheduling, and labor deployment across sales, technical support, inventory, and facilities teams
- Final authority for weekly schedules, coverage models, and labor optimization across multiple departments
- Maintained 100% Employee Net Promoter Score (eNPS) through leadership, coaching, and engagement
- Led daily service performance, customer experience, and SLA delivery across all teams
- Acted as senior escalation point for customer-impacting issues, staffing gaps, and operational disruptions
- Drove quality standards, compliance, and consistency across high-volume customer operations
- Led operational improvement initiatives that increased efficiency, reduced friction, and improved customer satisfaction
- Executed complex change programs involving facilities, IT, inventory systems, and frontline teams
- Partnered with cross-functional stakeholders and external vendors to implement new processes and infrastructure
- Leadership & Stakeholder Management
- Worked closely with store leadership, regional operations, HR, facilities, and technology partners
- Mentored and onboarded new Operations Leads across the market, improving leadership depth and execution consistency
- Streamlined operational workflows to enhance efficiency and reduce processing time.
Product Zone Lead
Apple Inc.
01.2017 - 01.2018
- Owned execution of promotions, product launches, and merchandising standards
- Coordinated with operations, marketing, and inventory teams to ensure availability and visual excellence
- Reduced inventory discrepancies and improved product availability
- Coached teams to improve selling effectiveness and customer engagement
Lead Genius
Apple Inc.
01.2014 - 01.2017
- Supervised and coached technical specialists handling hundreds of customer issues per week
- Increased first-contact resolution and customer satisfaction through training and quality standards
- Managed complex escalations requiring cross-team coordination
- Developed and implemented service workflows and best practices
- Organized and detail-oriented with a strong work ethic.
Store Manager (Multiple Locations)
Le Château
- Managed staffing, merchandising, inventory, and customer experience across multiple stores
- Built and led high-performing teams delivering consistent brand and service standards
- Drove customer loyalty through personalized service, visual merchandising, and team engagement
- Partnered with regional leadership on store performance, team development, and operational execution
- Supervised daily store operations to ensure exceptional customer service and product availability.
Skills
- Partner & Stakeholder Management
- Service Delivery & Quality
- Workforce Planning & Scheduling
- Operational KPIs, SLAs & Continuous Improvement
- Escalation & Risk Management
- Change & Program Management
- Customer Experience Optimization
- Cross-Functional Leadership
- Vendor & Facilities Coordination
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Operations Lead
Apple Inc.
01.2018 - 01.2025
Product Zone Lead
Apple Inc.
01.2017 - 01.2018
Lead Genius
Apple Inc.
01.2014 - 01.2017
Store Manager (Multiple Locations)
Le Château