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Apple AppleCare Strategic Quality Process Improvement Program Manager United States, Texas, Austin 117394689
Yesterday
Description
This role has dual responsibilities. You will be responsible for running and assisting with quality improvement projects alongside managing 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. Program management would include partnering on select strategic quality programs. It is critical that you develop a strong working relationship with each of your partners. You should be an excellent communicator who is self-motivated and is comfortable working in a global, matrix, fast-paced environment. You will work cross-functionally with a variety of internal groups to improve the quality of our services and efficiency and scalability of our quality operations. As a whole, you will:
Minimum Qualifications
- 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
Preferred Qualifications
- 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
Additional Requirements
Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure 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.
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