Worldwide Quality Program Manager, Retail Customer Care

Apple, Inc.

Austin, TX

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JOB DETAILS

SKILLS

Analysis Skills, Apple, Business Analysis, Call Center Operations, Call Centers, Coaching, Communication Skills, Continuous Improvement, Cross-Functional, Customer Experience, Customer Support/Service, Data Visualization, Diversity, Establish Priorities, International Business, Multitasking, Presentation/Verbal Skills, Problem Solving Skills, Process Improvement, Project/Program Coordination, Project/Program Management, Quality Assurance, Quality Assurance Methodology, Quality Management, Quality Metrics, Retail, Retail Management, Root Cause Analysis, Six Sigma, Tableau, Team Player, Time Management, Trend Analysis, Writing Skills

LOCATION

Austin, TX

POSTED

3 days ago

**Role Number:** 200655823-0157**Summary**Imagine what you could do here! The people here at Apple don't just create 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. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work.Here on the Apple Store Online team, we are responsible for Apple's largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things.The Worldwide Quality Program Manager will be a key driver of quality improvement initiatives within the Apple Retail Customer Care network. You will analyze and translate business trends and insights into actionable coaching strategies and programs while coordinating with global and regional business partners to implement and evaluate effectiveness. This role required a strong understanding of contact center operations, quality assurance methodologies, and a passion for delivering exceptional customer service.**Description**As a Worldwide Quality Program Manager, you drive continuous improvement across Apple's Retail Customer Care network by connecting quality data to coaching strategy and Specialist performance. You partner cross-functionally with global and regional teams to ensure consistency in how quality is measured, acted on, and improved at scale.**Minimum Qualifications**+ 7+ years of experience in a quality assurance or program management role within a contact center or customer service environment.+ Proven ability to collaborate effectively with cross-functional and global/virtual teams, fostering a positive and productive work environment.+ Strong analytical and problem-solving skills, with a data-driven approach to decision-making.**Preferred Qualifications**+ Excellent communication and presentation skills (written and verbal), with the ability to clearly communicate complex information to diverse audiences, including stakeholders at various levels.+ Strong critical thinking and problem-solving skills, with a demonstrated ability to identify root causes and develop effective solutions.+ Experience interpreting data to influence stakeholders.+ Proven track record in transactional quality assurance, utilizing methodologies like call scoring and audits, with knowledge of quality management frameworks (COPC, Six Sigma).+ Strong data visualization skills, with experience using tools like Tableau to identify trends and draw actionable conclusions.+ Proven ability to manage multiple projects concurrently, prioritize effectively, and consistently meet deadlines in a fast-paced environment.+ Demonstrated commitment to delivering exceptional customer experiences and maintaining strict confidentiality.Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote 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 ( .

About the Company

Apple, Inc.

We bring amazing people together to make amazing things happen.

We’re a diverse collection of thinkers and doers, continually reimagining what’s possible to help us all do what we love in new ways. The people who work here have reinvented entire industries with the Mac, iPhone, iPad, and Apple Watch, as well as with services, including iTunes, the App Store, Apple Music, and Apple Pay. And the same passion for innovation that goes into our products also applies to our practices — strengthening our commitment to leave the world better than we found it.

About Apple

There’s a place here for every kind of brilliant. Everyone here is an innovator, or an innovator-to-be, no matter what your team or your role. So bring your passion, courage, and original thinking and get ready to share it, because every new product, service, or feature we invent is the result of people working together to make each others’ ideas stronger. Innovation at this level depends on people who represent the variety of the human experience and inspire us with their own fresh perspectives. Together, we’ll do amazing work that can make a difference in people’s lives. Including your own. Learn more about working at Apple.

COMPANY SIZE

10,000 employees or more

INDUSTRY

Computer/IT Services

FOUNDED

1976

WEBSITE

https://www.apple.com/jobs