Job Description

Summary 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 c Summary 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. 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 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. We're seeking a Quality Program Manager (QPM) 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. This position can be onsite in Austin, Elk Grove, Cork, Singapore, Tokyo, or Shanghai. Key Qualifications Excellent verbal and written communication skills, with an ability to communicate at all levels of the organization. Creative and innovative problem-solving skills, and an ability to deal with ambiguity. Strong analytical and critical thinking skills. Ability to drive high quality case work and escalation support. Capacity to manage 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 s and levels of leadership. Understand quality standards and the importance of quality, compliance, and processes as well as how they impact successful performance. 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. Ability to work independently and as part of a team, with little to no direction from leadership. Self-motivated to identify and investigate individual and organizational gaps and drive solutions. Exceptional time management and prioritization skills, with great attention to detail. Advanced troubleshooting and problem-solving skills. 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). Education & Experience AA/AS degree or BA/BS plus 1-2 years of experience in a customer service/support environment, or equivalent experience. Three or more years experience in the target support role, and a deep understanding of AppleCare's technical support business. 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. Additional Requirements Occasional (scheduled) domestic and international travel, after-hours, weekend, and on call duty rotation.