AppleCare Strategic Quality Process Improvement Program Manager
Apple
Summary
Description
Minimum Qualifications
- Minimum 5+ years of process improvement/continuous improvement experience
- Ability to deliver large scale DMAIC/A3 projects on-time with consistently successful measurable results, while working across departments and time zones
- Experience designing balanced program scorecards and target KPIs
- Experience leading Failure Modes and Effects Analyses
- Extensive program & project management experience working with quality monitoring programs within a customer service organization or outsourcing partner
- Collaborative, flexible and open working style, with an ability to establish and maintain close working relationships with key partners
- Ability to influence and manage multiple organizational partners and balance the needs of our customers and business
- Communicate priorities, wins and challenges back to organizational partners
- Experience assisting organizations in establishing key risk indicators that enable effective monitoring of risks and early identification of potential issues
- Has synthesized results of quantitative and qualitative analyses into key trends, implications, and recommendations for the program
- Provided mentorship, oversight and support to the evolution of quality programs and results throughout the customer experience lifecycle
- Partner closely, and cultivate trust with the senior team members and SMEs to partner on, and implement, initiatives
- Role requires 5-10% travel
Key Qualifications
Preferred Qualifications
- Lean Six Sigma Black Belt (CLSSBB), Project Management Institute Project Management Professional (PMP), COPC, Customer Experience (CX) certifications preferred
- Understanding of call center quality management processes; calibration, joint-contact-monitoring, quality standards, quality metrics
- Graduate degree in business or engineering
Education & Experience
Additional Requirements
Pay & Benefits
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