Summary :
The people here at Apple don’t just build products we craft the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that supports the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts.
Join Apple and help us leave the world better than we found it!Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly.
Bring passion and dedication to your job and there's no telling what you could accomplish. We’re seeking a Quality Program Manager to work in the AppleCare Consumer and Enterprise Services group to maintain, measure, and improve the overall quality of support we collectively provide to Apple’s customers.
QPMs are responsible for identifying individual, group and organizational gaps in tools, skills, policies, and processes;
as well as for proposing, organizing and facilitating solutions. QPMs will also work directly with our internal and external customers via email or conferences to resolve complex technical issues.
Key Qualifications : Description :
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.
- Work cross-functionally with other teams such as Apple Sales, AppleCare Engineering, Product Engineering, Strategic Quality, Product Marketing, and service groups within Apple to champion and resolve customer issues.
- Provide customer support through a variety of channels to understand issues and provide technical solutions to the customer, but also to identify issues with our customer support processes.
- 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).
Additional Requirements :
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