Worldwide Quality Program Manager, Retail Customer Care

Apple • Austin, TX

1d

About The Position

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.

Requirements

• 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.

Nice To Haves

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees