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Apple Quality Operations Manager United States, Texas, Austin 351614894
03.04.2025
As a QOM, you’ll guide your team in monitoring customer experience performance, identifying areas for improvement, and implementing strategies that enhance customer satisfaction and improve customer journey efficiency. You’ll collaborate with cross-functional teams, align resources effectively, and develop future leaders—all while balancing strategic goals with day-to-day execution. You will be: • An inclusive leader, driving your team to achieve quality and customer experience goals. • A strategic thinker, able to analyze trends, identify areas for improvement, and implement meaningful solutions to enhance the customer and frontline employee experience. • A skilled communicator, translating strategy into action and fostering collaboration across teams.• A problem solver, using data-driven insights to drive accountability and continuous improvement. • A trusted partner, building strong relationships with internal teams, vendors, and cross-regional leaders. • A developer of talent, ensuring team engagement, growth, and professional development. • Able to balance customer, employee, and business needs, ensuring alignment with Apple’s overall support strategy. • Willing to travel up to 20-40% as needed.
- BA/BS degree or equivalent experience
- 6+ years of work experience in large-scale, multi-channel contact center environment including technical support and / or customer service management
- 2+ years direct people leadership experience
- Strong understanding of quality assurance, customer experience, and performance management in a contact center
- Proven ability to set clear priorities and align work to goals in a fast-paced environment.
- Strong ability to motivate a team to apply functional expertise and creativity to improve experiences.
- Effective communication skills — including ability to present & write
- Proven ability to analyze data, identify trends, and drive improvements.
- Skilled at building trust and fostering collaboration across teams.
- Demonstrates strong professional ethics.
- Experience working with suppliers
- COPC Certification or experience
- Lean Six Sigma Certification
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