Enterprise Quality Program Manager

Summary Posted: Aug 15, 2024 Role Number: 200563711 The people here at Apple don’t just build products — we craft the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that supports 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! Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. We’re seeking a Quality Program Manager to work in the AppleCare Consumer and Enterprise Services group to maintain, measure, and improve the overall quality of support we collectively provide to Apple’s customers. QPMs are responsible for identifying individual, group and organizational gaps in tools, skills, policies, and processes; as well as for proposing, organizing and facilitating solutions. QPMs will also work directly with our internal and external customers via email or conferences to resolve complex technical issues. Description Description In this role, you will: - Perform regular reviews of case/escalation work, work with management to create individualized coaching plans, and deliver written/verbal feedback as needed. - Work cross-functionally with other teams such as Apple Sales, AppleCare Engineering, Product Engineering, Strategic Quality, Product Marketing, and service groups within Apple to champion and resolve customer issues. - Provide customer support through a variety of channels to understand issues and provide technical solutions to the customer, but also to identify issues with our customer support processes. - Identify gaps in technical and procedural documentation, and work to create and maintain documentation to fill these gaps. - Act as a technical and quality point of contact for the group. - Present findings and recommendations to management and other groups. - Identify, promote, and develop best practices and standards across regions and roles within the organization. - Initiate and manage cross-functional projects end-to-end, including defining the project’s scope and objectives, ensuring key deliverables, tracking progress, and reporting results to leadership. - Contribute to multiple simultaneous projects in varying roles (e.g. leading one project while creating documentation for another). Minimum Qualifications Minimum Qualifications Excellent verbal and written communication skills, with an ability to communicate at all levels of the organization. Ability to drive high quality case work and customer support. Advanced troubleshooting and problem-solving skills. Solid Understanding of enterprise environments, and how Apple products are being utilized and deployed in these environments. Understand quality standards and the importance of quality, compliance, and processes; as well as how they impact successful performance. Ability to work independently and as part of a team, with little to no direction from leadership. Exceptional time management and prioritization skills, with great attention to detail. Familiarity with Product Support Engineering, Enterprise Readiness, Customer Success Management, and Marketing groups and their impact on the customer journey. Occasional (scheduled) domestic and international travel, after-hours, weekend, and on call duty rotation. Key Qualifications Key Qualifications Preferred Qualifications Preferred Qualifications Creative and innovative problem-solving skills, and an ability to deal with ambiguity. Strong analytical and critical thinking skills. Capacity to handle multiple projects, small teams, and priorities simultaneously. Comfortable developing and presenting rich content to various cross-functional teams, both physical and virtual audiences of varying sizes and levels of leadership. Skilled at relationship building and influencing. Ability to analyze data and reporting to determine the root cause of quality or performance issues and make informed suggestions for improvement. Self-motivated to identify and investigate individual and organizational gaps and drive solutions. Previous coaching, mentoring, and leadership experience. Experience overseeing corrective action, process improvement, and auditing desired but not critical. Some experience with project management tools and ticketing systems preferred. Ability to work with large amounts of data to identify patterns and trends. Experience delivering constructive feedback and coaching/mentoring AA/AS degree or BA/BS plus 1-2 years of experience in a customer service/support environment, or equivalent experience. Education & Experience Education & Experience Additional Requirements Additional Requirements More Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant.