North Star Program Manager

Cork, County Cork, Ireland
Support and Service

Summary

Posted: 16 Nov 2018
Weekly Hours: 39
Role Number: 200006823
Apple is a place where extraordinary people gather to do their best work. Together we create products and experiences people once couldn’t have envisioned - and now can’t imagine living without. If you’re excited by the idea of making a real impact, and joining a team where we pride ourselves into putting Customer first, this could be your dream job. The AppleCare Strategic Quality team is seeking a North Star Forms Program Manager in support of its worldwide strategic quality and process support. As a member of the AppleCare Strategic Quality management team you understand and are able to demonstrate a masterly of quality management processes such as gauge panels, evaluation form development and evaluator calibration processes. This role requires a strong team player, someone who thinks clearly, and can naturally foster trust and build strong business relationships. You are a great communicator, and a customer contact center business savvy individual who has a strong understanding of Apple's unique customer focus and passion to obsess over the customer experience. 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 work closely with cross-functional internal teams including Quality Program Managers, Training, Reporting, Project and Program Development as well as AppleCare Calibration teams to efficiently and diligently respond to and process customer requests. You are also expected to closely partner with our global customers in an effort to coordinate and schedule resources and process required documentation. Creative thinking is important, as we work to build sound business processes in a manner which minimizes disruption, creates efficiencies and maintains operating flexibility. You are comfortable dealing with ambiguity, communicating at all levels of the organization, and able to make sound, ethical judgments that take into the account the best interests of our customers, and Apple.

Key Qualifications

  • Serve as the Global expert of all North Star form creation
  • Support and design strategic quality’s customer interaction 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
  • Execute change management processes to assure services continue to meet customer requirements
  • Provide guidance, oversight and support of strategic quality plans and deliverables throughout the customer experience lifecycle
  • Participate in the development and review of project documentation management with development of strategic quality programs/applications
  • Participate in Quarterly Business and/or Executive Reviews; assist with the generation and distribution of monthly and quarterly reports and analysis to Strategic Quality Management as needed
  • Analyze AppleCare Form Requests and work with AppleCare Business Managers to improve key forms to generate customer metrics
  • Inform Management on business trends and opportunities as applicable
  • Assist QPMs working with Business partners and Quality Operations to help define Joint Call Monitoring initiatives and hosting the data on appropriate servers
  • Serve as a point of contact for the Strategic Quality team to the AppleCare Global Training team for anything North Star Form related
  • Serve as a point of contact for the Strategic Quality team to the Support Technologies team for anything North Star Admin/User Portal related
  • Ensure evaluation forms creation are aligned with critical elements of AppleCare procedures
  • Work closely, reach out and foster trust with the AppleCare Global Quality Operation Managers and Quality Program Mangers to partner on and execute initiatives
  • Innovate new strategies with a mind towards cost savings, innovation and geographic relevance
  • Analyze business operations and behavioral data to identify actionable trends.

Description

Excellent and timely communications to all levels (Advisors, support teams, and leadership) - Reporting and management of raw data - Performing basic analysis of data using Excel and other tools - Diplomatic approach to promote timely actions - Strong technical aptitude - Ability to learn and adapt quickly - Passion for accuracy and timeliness of deliverables - High attention to detail - Passion for providing service and support that surprises and delights customers

Education & Experience

Additional Requirements