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Program Manager, Strategic Quality AppleCare

Company: Apple Inc.
Location: Austin
Posted on: May 3, 2021

Job Description:

The people here at Apple don't just create 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 Support organization is rapidly growing, entering new markets and supporting innovative new features across our products and services. This is an opportunity to join the Strategic Quality team, developing and improving our quality programs designed to support our customers and measure our impact on the experience. You will help define our future vision, build operational capabilities, and drive the launch readiness of new features.

We're looking for a contact center professional with experience in supporting regulated products such as in health and finance. This person will be responsible for partnering with external and internal teams to perform various functions in the quality space. These include defining quality standards that define a great support experience, establishing quality frameworks to govern adherence to procedures & knowledge accuracy, and driving systemic improvements.

This role is full-time and based in either Austin, Elk Grove or Cupertino.

Key Qualifications

  • 8+ years experience in the contact center industry
  • Regulated market experience required, supporting health or financial services (credit card and payments related products operations experience preferred)
  • Deep subject matter knowledge of customer experience, risk and compliance management practices and regulations in these areas (within contact center environment)
  • Proven ability to deliver large scale projects on-time with consistently successful results while working across departments and time zones
  • Collaborative, flexible and open working style, with an ability to establish and maintain close working relationships with key partners
  • Build an effective engagement model between operational teams and product partners to analyze and report on qualitative data to identify improvement opportunities and take part in process improvement projects.
  • Ability to influence and manage multiple organizational partners and balance the needs of our customers and business
  • Assist the organization in establishing key risk indicators that enable effective monitoring of risks and early identification of potential issues
  • Synthesize results of quantitative and qualitative analyses into key trends, implications, and recommendations
  • Define and execute a program roadmap, including defining project milestones, managing risk and communicating progress.
  • Serve as a global professional for regulated products within Strategic Quality, supporting the design of a Quality Standard framework
  • Provide mentorship, oversight and support to the evolution of quality programs and deliverables throughout the customer experience lifecycle
  • Partner closely and foster trust with the AppleCare Global Quality Operation Managers and Quality Program Managers to partner on and execute initiatives
  • Analyze business operations and behavioral data to identify actionable trends.

Description

In this role, it is crucial that you develop a strong working relationship with your partners. You should be an excellent communicator who is self-motivated and is comfortable working in a global, matrix, fast-paced environment. You will work cross-functionally with various internal groups and external vendors to improve the quality of our services and the efficiency and scalability of our operations.

The ideal candidate will have extensive program/project management experience working with quality monitoring programs within a customer service organization or outsourcing partner. Experience working with an outsourced service provider and in a highly regulated industry is highly desired.

Drive efficiency of our work-streams to ensure outstanding customer service and support. Develop and drive improvements across internal and external partners to create best-in-class operational experiences through collaboration, leadership and a customer-focused approach

Collaborate with partners to bring improvement in support of customer experience, communications, and vendor operations. Run operational readiness of new features or policy changes. Lead regularly scheduled, cross-functional updates and business reviews

Engage with colleagues across cross-functional teams to identify integration points and dependencies and developing high-level solution proposals for these integrations

Effectively handle partners, subject matter authorities, executives and other internal groups through effective written and verbal communication.

The role requires 10-20% travel in the future.

Education & Experience

Bachelors degree required. MBA or a relevant post-graduate degree is a plus.

Additional Requirements

  • Understanding of quality management processes; calibration, joint-contact-monitoring, quality standards, quality metrics.
  • Project Management / Six Sigma / COPC / CX certifications preferred
  • PMP or other project management certification preferred

Keywords: Apple Inc., Austin , Program Manager, Strategic Quality AppleCare, Other , Austin, Texas

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