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Apple Enterprise Quality Program Manager United States, Texas, Austin 171684252
17.08.2024
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Description
In this role, you will:- Perform regular reviews of case/escalation work, work with management to create individualized coaching plans, and deliver written/verbal feedback as needed.- Identify gaps in technical and procedural documentation, and work to create and maintain documentation to fill these gaps.- Act as a technical and quality point of contact for the group.- Present findings and recommendations to management and other groups.- Identify, promote, and develop best practices and standards across regions and roles within the organization.- Initiate and manage cross-functional projects end-to-end, including defining the project’s scope and objectives, ensuring key deliverables, tracking progress, and reporting results to leadership.- Contribute to multiple simultaneous projects in varying roles (e.g. leading one project while creating documentation for another).
Minimum Qualifications
- Excellent verbal and written communication skills, with an ability to communicate at all levels of the organization.
- Ability to drive high quality case work and customer support.
- Advanced troubleshooting and problem-solving skills.
- Solid Understanding of enterprise environments, and how Apple products are being utilized and deployed in these environments.
- Understand quality standards and the importance of quality, compliance, and processes; as well as how they impact successful performance.
- Ability to work independently and as part of a team, with little to no direction from leadership.
- Exceptional time management and prioritization skills, with great attention to detail.
- Familiarity with Product Support Engineering, Enterprise Readiness, Customer Success Management, and Marketing groups and their impact on the customer journey.
- Occasional (scheduled) domestic and international travel, after-hours, weekend, and on call duty rotation.
Preferred Qualifications
- Creative and innovative problem-solving skills, and an ability to deal with ambiguity.
- Strong analytical and critical thinking skills.
- Capacity to handle multiple projects, small teams, and priorities simultaneously.
- Comfortable developing and presenting rich content to various cross-functional teams, both physical and virtual audiences of varying sizes and levels of leadership.
- Skilled at relationship building and influencing.
- Ability to analyze data and reporting to determine the root cause of quality or performance issues and make informed suggestions for improvement.
- Self-motivated to identify and investigate individual and organizational gaps and drive solutions.
- Previous coaching, mentoring, and leadership experience.
- Experience overseeing corrective action, process improvement, and auditing desired but not critical.
- Some experience with project management tools and ticketing systems preferred.
- Ability to work with large amounts of data to identify patterns and trends.
- Experience delivering constructive feedback and coaching/mentoring
- AA/AS degree or BA/BS plus 1-2 years of experience in a customer service/support environment, or equivalent experience.
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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