Quality Standards Manager (Strategic Quality)

Summary
Posted: Feb 6, 2024
Weekly Hours: 40
Role Number:200527486
The people here at Apple don’t just build products - they create the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that encourages 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! This is an opportunity to join the AppleCare Support organization’s Strategic Quality team as a manager of global ICs who create, develop and maintain AppleCare Quality Standards. As a member of the AppleCare Strategic Quality team you must understand and be able to demonstrate a proficiency in quality management processes such as evaluation form development and evaluator calibration processes. The Quality Standards team are at the forefront of crafting the standards that measure Apple’s expectations of our Advisors and have an excellent understanding of our unique customer focus and are passionate about the customer experience.
Key Qualifications
Key Qualifications

• 5+ years of proven strong people management skills. Able to motivate an organisation, evaluate staff, manage projects, and people aspects
• Understands the principles of product and service quality evaluation and control
• Establish a culture that continuously strives towards standard processes, measurable outcomes, and operational excellence
• Well organized manager who can work cross-functionally across partners, regions and keep stakeholders well informed
• Strong conceptualizing, communication and influencing skills with executive presence; leader with vision in this space who has gained consensus for change across a wide range of diverse partners
• Knowledge of the AppleCare Quality framework, programs, and tools used
• Understands the importance of quality, compliance and their impact on successful performance
• Self-motivated, driven individual who is comfortable working in a global, matrixed, fast-paced and often ambiguous environment
• Ability to influence and collaborate across all levels of the organization
• Instrumental in defining and tracking success measures, contributing to our dedication to excellence and continuous improvement
• Outstanding project management skills and attention to detail
Strong written and communication skills. Ability to communicate in a strong, clear, and consistent manner which translates from strategy into action.

Description
Description
In this role thinking clearly means strategizing and operationalizing a large, global evaluator network and figuring out and driving what matters to the AppleCare business and our customers. You will be leading the global team of Quality Standards Program Managers. The Quality Standards team define and maintain AppleCare Support's Quality Standards and drive Customer and Advisor improvements based on Quality Standards data. The Quality Standards team create and manage multiple quality forms that evaluators worldwide use to measure Advisor performance. The team is constantly strategizing and driving what matters to the AppleCare business and our customers. We are seeking a seasoned customer support leader who has an excellent understanding of Apple's unique customer focus. The ideal candidate for this position will be a tenured people leader, strategic thinker, detail orientated, highly organized person with a consistent track record in quality management and focus on innovative solutions to improve Apple and a passion to obsess over the customer experience. KEY RESPONSIBILITIES INCLUDE: Provide guidance, oversight and lead the strategy on managing updates and improvements to the Quality Standards Drive the Strategic Quality change management process and partner with Regional Quality to ensure successful implementation of Quality Standards updates. This includes drive adoption of new Standards by working with cross-functional teams to identify and address areas of resistance and by promoting the benefits of the transformation to stakeholders at all levels of the organization Collaborate globally with peers across the organization to drive cross functional projects and teamwork Work with key stakeholders and maintain close engagement across Strategic Quality, Regional Quality, Training, Procedures, Analytics to continue to improve the Quality Standards Support Strategic Quality’s performance of internal audits to assess compliance to AppleCare’s Quality Standards, including investigation, and presentation of observations and findings as they relate to assigned duties Collaborate with business leaders to find opportunities to optimize processes, improve efficiency, and leverage data and insights to inform decision-making Build, support and drive the Quality Standards strategy for new products/services and lines of business Proactively communicates up and out to partners to give updates on projects and initiatives and to inspire change Co-ordinate and participate in regular Quality Program Updates, Quarterly Business and Executive Reviews
Education & Experience
Education & Experience
Bachelor's Degree Preferred, COPC certification a plus
Additional Requirements
Additional Requirements