AppleCare Support Programs QA Manager

Austin, Texas, United States
Support and Service


Weekly Hours: 40
Role Number:200315899
Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. The people here at Apple don’t just craft 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. Join Apple, and help us leave the world better than we found it. The Quality Assurance Team within AppleCare’s GSO Shared Services organization is responsible for preparing and executing testing plans for all global Support Program Initiatives (both new & sustaining), and many boundary initiatives managed through BPR & IS&T. This team has an opening for a Manager to work directly with the QA Leads, Testers and Outsourced Testing Vendors, to ensure that all projects are delivered at the highest quality and on time. This position can be based in Austin, TX or Sacramento, CA.

Key Qualifications

  • 5+ years experience in QA management role preferred
  • People management experience with strong leadership background preferred
  • An intimate knowledge QA Methodologies and automation experience
  • Deep knowledge of the contact center business a plus
  • Solid technical background with Software Development procedures
  • Strong communication skills with the ability to forge positive relationships
  • An inherent desire to develop and grow employees into larger roles
  • The ability to multi-task and look at cross functional impacts
  • The ability to make decisions quickly and to communicate those decisions out
  • Travel estimated at 10% or less


Lead a team of program aligned leads and testers whose role it is to provide full quality assurance support through; Preparation and execution of Testing Plans Thorough understanding of project design Participation in Project readiness Provide guidance to the team through clear job role and responsibility definition and serving as an escalation point for critical issues. Manage overseas directs; working flexible hours mandatory to meet support for differing timezones. Manage the outsourced vendor(s) relationship from engagement, statement of work, and invoicing to testing and deliverables. Develop the program specialist’s skills through career and talent planning. Support both Programs initiatives, boundary projects, and sustaining testing needs. Be the single point of communication for Testing and Implementation for the Contact Center Management. Develop and drive consistent communications and measurements across all of the initiatives. Provide business-level validation for sustaining and new program updates, enhancements, and major deployments.

Education & Experience

BA preferred or equivalent and relevant experience

Additional Requirements