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Software & Technology
Apple Hiring for Quality Standards Program Manager Job at Austin, TX Full Time
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Summary
Posted: Dec 16, 2022
Role Number:200451265
The people here at Apple don’t just build products — they create the kind of wonder that’s revolutionized entire industries. It’s 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 it! The AppleCare Strategic Quality team is seeking a Quality Standards Program Manager in support of its worldwide strategic quality and process support. As a member of the AppleCare Strategic Quality team you will understand and be able to demonstrate a proficiency in quality management processes such as evaluation form development and evaluator calibration processes. This role requires a strong teammate, someone who thinks clearly, and can naturally cultivate trust and build strong business relationships. You are a phenomenal communicator, and a customer contact center business savvy individual who has an excellent understanding of Apple’s outstanding customer focus and passion to obsess over the customer experience. In this role thinking clearly means strategizing and operationalizing a large, global evaluator network and determining and driving what matters to the AppleCare business and our customers.
Key Qualifications
- Customer insights and operational experience with Chat support
- Support and design strategic quality’s quality standards
- Support strategic quality’s performance of internal audits to assess compliance to AppleCare’s quality standards, including investigation, and presentation of observations and findings as they relate to assigned duties
- Implement change management processes to assure services continue to meet customer requirements
- Provide guidance, oversight and support of strategic quality plans and deliverables throughout the customer experience lifecycle
- Participate in the development and review of project documentation management with development of strategic quality programs/applications
- Participate in Quarterly Business and/or Executive Reviews; assist with the generation and distribution of monthly and quarterly reports and analysis to Strategic Quality Management as needed
- Analyze AppleCare Form Requests and work with AppleCare Managers to improve key forms
- Assist QPMs working with Business partners and Quality Operations to help define Joint Call Monitoring initiatives and hosting the data on appropriate servers
- Serve as a point of contact for the Strategic Quality team to the AppleCare Global Training and Procedures team for anything Quality Standards Form related
- Ensure evaluation forms creation are aligned with critical elements of AppleCare procedures
- Innovate new strategies with a mind towards cost savings, innovation and geographic relevance
- Analyze business operations and behavioral data to identify actionable trends.
Description
You will work closely with cross-functional internal teams including Quality Program Managers, Training, Reporting, Procedures, Project and Program Development as well as AppleCare Calibration teams to efficiently and diligently respond to and process customer requests. You are encouraged to closely partner with our regional and global customers in an effort to coordinate and schedule resources and process required documentation. Creative thinking is a requirement, as we work to build sound business processes in a manner which minimizes disruption, builds efficiencies and maintains operating flexibility. You are comfortable dealing with ambiguity, communicating at all levels of the organization, and able to make sound, ethical judgments that take into the account the best interests of our customers, Advisors and Apple.
Education & Experience
BA/BS degree required, MBA preferred
Additional Requirements
