As Steve Jobs said in 1997 when introducing the Apple Store Online: “We make amazing products. We should have an amazing purchasing experience.” Twenty-five years on, the Apple Store Online is one of the world’s biggest and most successful e-commerce sites. Our global mission is to bring a flawless, high-quality, digital retail experience to all of our customers. In Retail Customer Care, our team is able to bring this experience to life!
The Learning and Quality team is looking for a driven individual who believes that the customer experience is at the heart of what we do and works tirelessly to help our teams achieve just that.
Inclusion is a shared responsibility and we hold ourselves and one another accountable for bringing everybody in.
Description
Regional Quality Manager (RQM) leads teams of Quality Program
Managers (QPMs) who are responsible for supporting and guiding their
respective sites and business partners to achieve business goals. RQM
demonstrates a fundamental understanding of contact center
operations, anticipate broader business needs, collaborate influentially
with cross-functional teams, and develop strategic goals and tactical
plans. RQM align resources to maintain a balance of customer, people,
and business focus; have a passion to develop future leaders; and drive
accountability to ensure success.
In this role, you will work with the business teams (in region and
worldwide) as well as collaborate with the Retail Customer Care
leadership. You will be leading a team to be responsible for helping
identify business trends and insights, building Quality strategy to
support business need and partnering with cross functional teams to
improve customer experience.
A Regional Quality Manager will participate in business reviews, provide quality insights and are responsible for driving quality and performance improvements. You will need to be responsible in supporting and guiding QPMs to achieve business goals in customer experience and quality performance and includes building behavior based plans based on qualitative and quantitative insights. This work will be achieved through evacuating QPM engagement by attending site visits, applicable business meetings, and reviewing QPM communication outputs for our internal and external customers.
Minimum Qualifications
• Ability to work with and influence cross functional business
partners to build and achieve strategic quality objectives and
goals
• Proven track record to analyze data, accurately determine
root cause and implement actions that solve problems and
improve performance
• Adapt to changing environments, technology and processes
• Drive for results with a high degree of determination
• At ease with relationship building and engaging a wide
variety of internal and external senior level stakeholders
• Superb written and communication skills
• Strict adherence to company policy on confidential materials
• Role models inclusive leadership behaviors and embraces
their responsibility to build, develop and retain diverse teams
• Makes space to listen, learn, and amplify diverse
perspectives and experiences
• Confronts barriers to greater inclusion with tenacity, care and
commitment
Preferred Qualifications
• Solid understanding of quality principles and approaches
including but not limited to customer journey mapping, process
Improvement methodologies and data analysis
• Experience in the management of outsourced suppliers and
internal teams delivering customer-facing support
• Experience working as part of a virtual team that is
geographically dispersed
Education & Experience
Bachelors degree or equivalent 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.
