Senior Manager AppleCare Global Strategic Quality Apple Austin

Job Description: • 2-minute read •
Imagine yourself as the “steward” of AppleCare’s strategic quality vision, innovation and execution. This is your opportunity to use your skills, experience and customer obsession to benefit AppleCare customers and ensure excellence in the quality of our customer interactions. As a leader and caretaker of the quality of our Advisor and customer experiences, you will impact the “surprise and delight” of each and every AppleCare customer.
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As the leader of the AppleCare Strategic Quality team, you must understand and demonstrate a masterly of quality management processes such as key drivers of customer and business satisfaction, evaluation form development and standards, vendor management of our independent quality evaluation team, voice of the customer programs, evaluator calibration processes. and contact center business operations. You must be a proven and successful people manager and have demonstrated extraordinary leadership skills in a global work environment. This role requires a strong team player who thinks clearly and can naturally foster trust and build strong business relationships. You must be a great communicator who has an excellent understanding of Apple's unique 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 figuring out and driving what matters to the AppleCare business and our customers. You must also be able to stitch together the “quality story” with data to proactively communicate to our AppleCare business leaders the anomalies or weaknesses in their quality programs to help understand opportunities to improve business KPIs. This individual will oversee a global team of Calibration Managers, the Independent Quality Evaluation team, the evaluation development team, and the voice of the customer team. This position can be based in Austin, Cupertino, or Elk Grove. The successful candidate must be self directed with strong analytical and management skills to handle a variety of activities and complexities across the organization. You must be skilled at resource balancing and conflict management. A critical key to success in this senior management role is the ability to gain alignment by proactive partnering with all levels across Applecare.

Key Qualifications

Innovative leader with 7+ year proven track record of successfully managing individual contributors and managers in a multi-channel contact center environment
Understanding of Quality Management processes such as Calibration, Voice of the Customer Programs, Independent Quality Evaluation programs, Vendor Management, and Quality Standards development
Accomplished leader with superior executive presentation skills
Experience managing global teams
Strong work ethic and ability to manage multiple projects and meet deadlines and timelines
At ease engaging with a wide variety of internal and external stakeholders
Strong analytical mindset and fierce attention to detail. Strong attention to detail and ability to prioritize effectively and work independently
Ability to interact at all levels of the organization
Proven track record of managing multiple competing priorities in a cross-functional environment with many stakeholders and teams; including the ability to work in a multi-cultural environment cross-regionally
Some travel required
Description

• Develop and drive AppleCare’s global quality standards • Analyze AppleCare Customer Advisor and Evaluator data and work with AppleCare Business Managers to improve key customer metrics • Inform AppleCare voice of the customer business partners on business trends and CSAT opportunities • Direct and manage multiple, functional teams • Define calibration, productivity and accuracy targets and Quality KPIs • Lead the Quality Operations Accreditation program to measure the success of our evaluators • Primary point of contact to the AppleCare Global Training and GPS teams to collaborate on key initiatives • Act as a Global evangelist for AppleCare’s Quality standards • Work closely, reach out and foster trust with the AppleCare Global Quality Operation Managers and Quality Program Mangers to partner on and execute initiatives • Facilitate Regional Quarterly Quality Operations Business and Executive Reviews • Generate and distribute monthly and quarterly reports and analysis to AC Senior Management • Innovate new strategies with a mind towards cost savings, innovation and geographic relevance • Analyze business operations data to identify actionable trends

Education

Undergraduate degree or equivalent experience

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