Full-Time
Applecare Strategic Quality Process Improvement Program Manager
Confirmed live in the last 24 hours
Apple
10,001+ employees
Designs and sells consumer electronics and software
Senior, Expert
Austin, TX, USA
Role requires 5-10% travel.
You match the following Apple's candidate preferences
Employers are more likely to interview you if you match these preferences:
- Minimum 5+ years of process improvement/continuous improvement experience
- Ability to deliver large scale DMAIC/A3 projects on-time with consistently successful measurable results, while working across departments and time zones
- Experience designing balanced program scorecards and target KPIs
- Experience leading Failure Modes and Effects Analyses
- Extensive program & project management experience working with quality monitoring programs within a customer service organization or outsourcing partner
- Collaborative, flexible and open working style, with an ability to establish and maintain close working relationships with key partners
- Ability to influence and manage multiple organizational partners and balance the needs of our customers and business
- Communicate priorities, wins and challenges back to organizational partners
- Experience assisting organizations in establishing key risk indicators that enable effective monitoring of risks and early identification of potential issues
- Has synthesized results of quantitative and qualitative analyses into key trends, implications, and recommendations for the program
- Provided mentorship, oversight and support to the evolution of quality programs and results throughout the customer experience lifecycle
- Partner closely, and cultivate trust with the senior team members and SMEs to partner on, and implement, initiatives
- Role requires 5-10% travel
- Run and assist with quality improvement projects
- Manage the sustainability of select strategic quality programs
- Projects will include project chartering, current state analysis, root cause analysis, testing/piloting/proof of concept, engaging Change Management and leading high-visibility partner readouts
- Develop a strong working relationship with each of your partners
- Work cross-functionally with a variety of internal groups to improve the quality of services and efficiency and scalability of quality operations
- Build strong relationships with all key cross-functional teams from site management to AppleCare Engineering, Analytics & Reporting, Regional Quality, technology teams and more
- Employ structured problem solving methods to steward groups of subject matter experts through complicated problems
- Lead business process mapping for new and pre-existing processes
- Closely monitor operational metrics daily, weekly, monthly and quarterly
- Lean Six Sigma Black Belt (CLSSBB), Project Management Institute Project Management Professional (PMP), COPC, Customer Experience (CX) certifications preferred
- Understanding of call center quality management processes; calibration, joint-contact-monitoring, quality standards, quality metrics
- Graduate degree in business or engineering
Apple Inc. designs, manufactures, and sells a variety of technology products and services, including iPhones, iPads, Mac computers, Apple Watches, and Apple TVs. The company also offers services like the App Store, Apple Music, iCloud, and Apple Pay. Apple's products work together seamlessly, providing users with a cohesive experience across devices. This integration is a key differentiator from competitors, as it allows for easy interaction between hardware and software. Apple aims to enhance customer loyalty and sustainability through initiatives like the Apple Card, which offers cash back on purchases, and a trade-in program that encourages recycling of old devices. The company's goal is to maintain its position as a leader in the technology market by continuously innovating and providing high-quality products and services.
Company Stage
IPO
Total Funding
$619.1K
Headquarters
Cupertino, California
Founded
1976
Simplify's Take
What believers are saying
- Apple's smart home expansion leverages its existing ecosystem for integrated solutions.
- Apple's collaboration with Jacquemus opens new avenues for brand engagement.
- Apple's $430 billion U.S. investment strengthens domestic presence and customer loyalty.
What critics are saying
- Apple faces competition in the smart home market from Amazon and Google.
- Potential supply chain issues could delay the HomePod mini 2 release.
- Criticism of AI-powered notification summaries may impact iOS 18 adoption.
What makes Apple unique
- Apple's integrated hardware and software create a seamless user experience.
- Apple's trade-in program supports sustainability and customer loyalty.
- Apple's spatial computing innovations enhance immersive user experiences.
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Benefits
Health Insurance
Dental Insurance
401(k) Retirement Plan
401(k) Company Match
Tuition Reimbursement
Performance Bonus
Relocation Assistance
Employee Stock Purchase Plan