Worldwide Quality Program Manager, Retail Customer Care at Apple

Austin, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

03 Jul, 26

Salary

0.0

Posted On

04 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Assurance, Program Management, Contact Center Operations, Data Analysis, Coaching Strategy, Cross-functional Collaboration, Problem Solving, Critical Thinking, Transactional Quality Assurance, Call Scoring, Audits, COPC, Six Sigma, Data Visualization, Tableau, Customer Service

Industry

Computers and Electronics Manufacturing

Description

Imagine what you could do here! The people here at Apple don’t just create products — they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work. Here on the Apple Store Online team, we are responsible for Apple’s largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things. The Worldwide Quality Program Manager will be a key driver of quality improvement initiatives within the Apple Retail Customer Care network. You will analyze and translate business trends and insights into actionable coaching strategies and programs while coordinating with global and regional business partners to implement and evaluate effectiveness. This role required a strong understanding of contact center operations, quality assurance methodologies, and a passion for delivering exceptional customer service. DESCRIPTION As a Worldwide Quality Program Manager, you drive continuous improvement across Apple's Retail Customer Care network by connecting quality data to coaching strategy and Specialist performance. You partner cross-functionally with global and regional teams to ensure consistency in how quality is measured, acted on, and improved at scale. MINIMUM QUALIFICATIONS 7+ years of experience in a quality assurance or program management role within a contact center or customer service environment. Proven ability to collaborate effectively with cross-functional and global/virtual teams, fostering a positive and productive work environment. Strong analytical and problem-solving skills, with a data-driven approach to decision-making. PREFERRED QUALIFICATIONS Excellent communication and presentation skills (written and verbal), with the ability to clearly communicate complex information to diverse audiences, including stakeholders at various levels. Strong critical thinking and problem-solving skills, with a demonstrated ability to identify root causes and develop effective solutions. Experience interpreting data to influence stakeholders. Proven track record in transactional quality assurance, utilizing methodologies like call scoring and audits, with knowledge of quality management frameworks (COPC, Six Sigma). Strong data visualization skills, with experience using tools like Tableau to identify trends and draw actionable conclusions. Proven ability to manage multiple projects concurrently, prioritize effectively, and consistently meet deadlines in a fast-paced environment. Demonstrated commitment to delivering exceptional customer experiences and maintaining strict confidentiality.

Responsibilities

The Worldwide Quality Program Manager drives continuous improvement across the Retail Customer Care network by connecting quality data to coaching strategies. They partner with global and regional teams to ensure consistency in quality measurement and performance improvement.