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Listening Mechanism Program Manager



Austin, TX, USA
Posted on Wednesday, June 5, 2024


Weekly Hours: 40
Role Number:200552230
At Apple, we believe in hard work, a fun environment, and the kind of creativity and innovation that only comes about when talented people from diverse backgrounds approach problems from varying perspectives. We believe each customer interaction is an opportunity to delight, engage, and inspire – and that by focusing on the smallest of details, we can make big impacts with our customers! Inclusion is a shared responsibility, and we hold ourselves and one another accountable for bringing everybody in. Retail Customer Care (RCC) focuses on providing an industry-leading, extraordinary experience to every interaction it engages in! We are looking for an enthusiastic and motivated individual to work on the RCC Quality team to provide insights and analytics to the Leadership and the Executive Team during peak events and promotions WW.


This role supports the RCC Quality team to provide insights and analytics to RCC Leadership and the Executive team. This includes gathering, consolidating and analyzing large-scale data to help identify trends and issues for peak events, promotions and projects. The ideal candidate should be able to convey a meaningful story from the data gathered and show that through building, automating and maintaining Tableau dashboards and Keynote presentations. In this role, you work cross-functionally with regional and global learning teams to drive consistency in call listening and analytics. You will collect post-event feedback to drive resolutions and follow through with key collaborators. Additionally, you will analyze backlog conversion data and build and present a case to Leadership on improving future conversion.

Minimum Qualifications

  • Experience with data visualization tools including Tableau and Keynote with a deep understanding of data structures, data connections and management.
  • Ability to create and maintain Tableau dashboards and deliverables within tight deadlines.
  • Drive for quality results and demonstrates high degree of determination with a passion for the customer and specialist experience.
  • Strong time management and organizational skills with ability to meet tight deadlines and effectively switch and prioritize tasks several times in a workday.
  • Makes space to listen, learn, and amplify diverse perspectives and experiences.
  • Actively seeks out opportunities to champion and celebrate inclusion and diversity.

Key Qualifications

Preferred Qualifications

  • Skilled communicator across various levels of the organization, ability to adapt style to audience and medium.
  • Advanced spreadsheet experience including Pivot Tables, VLOOKUP, INDEX/MATCH, and Data Tables.
  • Comfort connecting multiple data sources simultaneously to analyze and visualize impact of contact center performance and strategies.
  • Solid understanding of SAP is preferred.
  • Familiar with RCC Reporting tools such as Dossier, GCRM call log, bookings browser, etc.

Education & 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. Learn more about your EEO rights as an applicant.