GC Quality Lead, Retail Customer Care at Apple

Shanghai, Shanghai, China -

Full Time

Start Date

Immediate

Expiry Date

15 Jan, 26

Salary

0.0

Posted On

17 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Management, Program Management, People Leadership, Data Analysis, Coaching, Continuous Improvement, Customer Experience, Project Management, Collaboration, Performance Improvement, Process Improvement, Adaptability, Communication, Diversity Inclusion, Root Cause Analysis, Strategic Planning

Industry

Computers and Electronics Manufacturing

Description

As Steve Jobs said in 1997 when introducing the Apple Store Online: “We make amazing products. We should have an amazing purchasing experience.” Twenty-five years on, the Apple Store Online is one of the world’s biggest and most successful e-commerce sites. Our global mission is to bring a flawless, high-quality, digital retail experience to all of our customers. In Retail Customer Care, our team is able to bring this experience to life!
The RCC Quality team is seeking a highly motivated and experienced leader to manage our team of Quality Program Managers (QPMs) in Greater China.
This role is critical in driving quality initiatives that ensure our customer experience meets Apple's high standards of excellence. The ideal candidate will possess a strong background in quality management and / or program management, and people leadership, with a proven ability to develop and execute quality strategies, manage complex projects, and foster a culture of continuous improvement across the network. DESCRIPTION As the Manager for the QPM team in Greater China, you will be responsible for leading and developing a talented team of Quality Program Managers. You will provide coaching and development opportunities to enhance team skills and performance, while fostering a collaborative and supportive team environment.
In this role, you will work with the business teams (in region and worldwide) as well as collaborate with the Retail Customer Care leadership. You will translate the regional quality strategy into actionable plans for the GC market, ensuring that our quality initiatives are tailored to local customer expectations and business needs. You will participate in business reviews, provide quality insights and are responsible for driving quality and performance improvements. You will need to be responsible in supporting and guiding QPMs to achieve business goals in customer experience and quality performance and includes building behavior based plans based on qualitative and quantitative insights. This is an exciting role with an opportunity to greatly impact the customer experience at Apple while working in a supportive team environment. MINIMUM QUALIFICATIONS 5+ years of experience in a quality management or program management role within a contact center or customer service environmentProven experience in hiring, coaching, and developing high-performing teams Fluency in English and Mandarin (written and verbal) is required. Ability to work with and influence cross functional business partners to build and achieve strategic quality objectives and goals Proven track record to analyze data, accurately determine root cause and implement actions that solve problems and improve performance Adapt to changing environments, technology and processes Drive for results with a high degree of determination Strict adherence to company policy on confidential materials Makes space to listen, learn, and amplify diverse perspectives and experiences Confronts barriers to greater inclusion with tenacity, care and commitment PREFERRED QUALIFICATIONS Solid understanding of quality principles and approaches including but not limited to customer journey mapping, process Improvement methodologies and data analysis Experience managing quality for both internal teams and outsourced vendor partners Education & Experience: Bachelors degree or equivalent experience

Responsibilities

Lead and develop a team of Quality Program Managers in Greater China. Drive quality initiatives to ensure customer experience meets Apple's standards of excellence.