Quality Operations Manager

Summary Posted: Aug 26, 2024 Role Number: 200562456 Imagine what you could do here! At Apple, new insights 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 can be accomplished! The people here at Apple don’t just craft products - they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that encourages 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. A Quality Operations Manager (QOMs) may lead teams of Quality Program Managers (QPMs) and/or other QOMs who are responsible for supporting and guiding their respective sites and business partners to achieve business goals. QOMs demonstrate a fundamental understanding of contact center operations. In addition, they anticipate broader business needs, collaborate influentially with cross-functional teams, and develop strategic goals and tactical plans. QOMs align resources to maintain a balance of customer, people, and business focus. They have a passion to develop future leaders; and drive accountability to ensure success. Description Description To be successful in this role, qualified candidates should demonstrate an understanding of quality philosophies, systems, analysis methods, tools, standards, reporting, as well as organizational and team dynamics. They should possess the ability to illustrate the effective application of these principles into global and region-wide strategies as well as tactical team-specific processes in a dynamic environment. They must demonstrate a deep knowledge of contact center operations, including transaction monitoring standard methodologies, performance management, and vendor management practices. It's important that you are able to articulate and analyze customer expectations and satisfaction, service experience improvement systems, and professional ethics. You must be skilled at resource balancing and dispute settlement. Are you a phenomenal communicator, someone who can naturally develop trust and build strong business relationships? As a Quality Operations Manager, thinking clearly means strategizing and operationalizing a team of Quality Program Managers and crafting a quality intelligence framework that guides the business to understand what matters to the AppleCare business and customers from your region. At the same time, you will be responsible for the motivation of the QPMs and for encouraging their development as employees with a focus on their career path. This role requires a strong teammate who has extensive regional and/or global experience, in handling highly functional teams in a fast-paced environment. You will lead a team of QOMs and QPMs, who are responsible in supporting and guiding their respective sites and business partners to achieve their goals in customer satisfaction and quality performance. This will be achieved through influencing management and quality personnel, adopting outstanding practices, and effective root cause analysis on the reasons for customer dissatisfaction or lack of adherence to customer and business critical processes and practices. Minimum Qualifications Minimum Qualifications Minimum 6 years of work experience in large-scale, multi-channel contact center environment including technical support and / or customer service management Proven experience with US domestic, offshore and work from home contact center operations; experience working with suppliers preferred Minimum of 3 years direct people-management experience Fundamental understanding of a quality organization, team dynamics, and conflict management Ability to motivate a team to apply functional expertise and creativity to improve customer and Advisor experiences. Strong, clear communication BA/BS or MBA in business management, communications, or related field, or equivalent experience Ability to travel up to 25% Key Qualifications Key Qualifications Preferred Qualifications Preferred Qualifications Experience managing managers strongly preferred Lean Six Sigma or COPC Certification 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.