EMEIA Quality Operations Manager
Cork, County Cork, Ireland
The most admired companies in the world have one thing in common: they stand for something. The world can change, the market can change, their products can change - but their core beliefs remain the same. At Apple we've spent the last few years affirming the values we've always stood for: a real passion for design and an unwavering belief in the power of human creativity. You can see it reflected in everything we do and even more so in our people. As a leader and caretaker of the customer experience, you will be a key player in ensuring that AppleCare customer interactions are designed to surprise and delight our customers. This is your opportunity to use your skills, experience and obsession on customer experience to benefit each and every AppleCare customer.
- Skilled at employee motivation and development
- Superior communication and presentation skills
- Strong work ethic and ability to lead multiple projects and meet deadlines and timelines
- At ease with relationship building and engaging a wide variety of internal and external senior level stakeholders
- Ability to think differently, provide new solutions to old problems, and have a “can do” spirit
- Strong attention to detail and ability to prioritize effectively and work independently
- Strong analytical and process improvement skills. A formal education and experience in lean sigma is a plus
- COPC certification is desirable
- Fluent English required & ability to speak other European languages desirable
- Travel required - 20-40%
To be successful in this role, you will demonstrate an understanding of quality philosophies, principles, systems, analysis methods, tools, standards, reporting, as well as organizational and team dynamics. You must be able to illustrate the effective application of these principles into region-wide strategies as well as tactical team-specific processes in a complex and dynamic environment. You must also demonstrate a deep understanding of contact center operations, including transaction monitoring best practices, performance management, and vendor management practices. You will be able to articulate and analyze customer expectations and satisfaction, service experience improvement systems, and professional ethics. You must be skilled at resource balancing and conflict management. You must be a great communicator, someone who can naturally foster trust and build strong business relationships. A customer contact center business savvy individual who has an excellent 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 team of Quality Program Managers (QPMs) and creating a quality intelligence framework that guides the business to understand what matters to the AppleCare business and customers from your region. At the same time, you will be responsible for the motivation of the QPMs and for fostering their development as employees with a focus on their career path. This role requires a strong team player who has extensive regional/global experience in managing highly functional teams in a fast-paced contact center environment. You must demonstrate your extraordinary leadership skills in a regional/global work environment. You will lead a team of QPMs, who are responsible in supporting and guiding their respective languages and business partners to achieve their goals in customer satisfaction and quality performance. This will be achieved through influencing management and quality personnel, adopting best in class practices and effective root cause analysis on the reasons for customer dissatisfaction or lack of adherence to customer and business critical processes and practices. As one of multiple Quality Operations Manager for the region (and worldwide), you will also partner with your peers both regionally and globally to set direction for the overall Quality Program Management organization.
Education & Experience
BA/BS or MBA in business management, communications, or related field, or equivalent experience.