Quality Program Manager - Retail Customer Care

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 Retail Customer Care(RCC) Quality team is looking for a passionate and strategic individual who believes that the customer experience is at the heart of what we do and works tirelessly to help our teams achieve just that.

Minimum Qualifications

Superb written and communication skills, including fluency in Cantonese, English, and Chinese 5+ years of experience in a quality management or program management role within a contact center, e-commerce or customer service environment Ability to work with and influence cross functional business partners to create and achieve strategic quality objectives and goals Adapt to changing environments, technology and processes Drive for results with a high degree of determination Strict adherence to company policy on confidential materials Makes space to listen, learn, and amplify diverse perspectives and experiences Actively seeks out opportunities to champion and celebrate inclusion and diversity

Preferred Qualifications

Strong data visualization skills with experience using tools like Tableau to identify trends and draw actionable conclusions Proven track record in end-to-end customer journey design and leveraging AI capabilities to elevate customer experience 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 Proven track record in transactional quality assurance, utilizing methodologies like call scoring and audits, with knowledge of quality management frameworks (COPC, Six Sigma) Proven ability to manage multiple projects concurrently, prioritize effectively and consistently meet deadlines in a fast paced environment MBA is preferred

Description

In this role, you will collaborate closely with regional and global Quality Program Managers, Retail Customer Care leadership and cross functional stakeholders to uphold the quality standards and elevate the customer experience.Through targeted contact review and strategic programs, you will identify key business trends and insights, leveraging them to craft a framework that guides the business in understanding what matters most to our customers and leadership in your region. A Quality Program Manager will participate in weekly business reviews, responsible for quality analysis and reporting. You will regularly lead and participate in calibration activities, be an expert in quality standards and align the teams with these standards. You will also need a deep knowledge of the business, performance management and vendor management practices. It is important that you are able to articulate and analyze customer expectations and satisfaction, service trends and professional ethics and operational policies and procedures are followed. A Quality Program Manager is responsible in supporting and guiding their respective sites and business partners to achieve goals in customer satisfaction and quality performance and includes building behavior based coaching plans based on qualitative and quantitative insights. This work will be achieved through influencing management, adopting best practices and effective root cause analysis on the reasons for customer dissatstifaction or lack of adherence to customer and business critical processes and practices. This is all done through the lens of quality. As one of multiple quality program managers for the region, you will also partner with your peers to set the direction and provide consistency across the network.