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
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 consumer electronics and software products. Its main offerings include iPhones, iPads, Mac computers, Apple Watches, and Apple TVs, along with services like the App Store, Apple Music, iCloud, and Apple Pay. The products work together seamlessly, providing users with a cohesive experience across devices. Apple differentiates itself from competitors through its integrated approach, which combines hardware and software to enhance user interaction. The company aims to provide high-quality technology solutions while expanding its services, such as the Apple Card and trade-in programs, to foster customer loyalty and promote sustainability.
Company Stage
IPO
Total Funding
$619.1K
Headquarters
Cupertino, California
Founded
1976
Simplify's Take
What believers are saying
- AirPods Pro 3's health tracking taps into the growing wearable health tech market.
- Apple Music's new PR leadership could strengthen brand presence in the music industry.
- Smart home hub development positions Apple as a key player in home automation.
What critics are saying
- Health tracking features may face regulatory scrutiny over data privacy concerns.
- AI-powered smart home devices increase competition with Amazon and Google.
- $430 billion U.S. investment may be affected by economic and policy changes.
What makes Apple unique
- Apple's integrated hardware and software create a seamless user experience across devices.
- The Apple Card offers unique financial incentives, enhancing customer loyalty and engagement.
- Apple's spatial computing innovations provide immersive experiences without physical controllers.
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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