Retail Digital Quality Center of Excellence Program Manager

Santa Clara Valley (Cupertino), California, United States
Software and Services


Posted: Oct 25, 2018
Weekly Hours: 40
Role Number: 113523287
The Apple Retail Digital Quality Center of Excellence area is a fast paced and ever evolving business environment. This is an opportunity to oversee the Digital Store project portfolio from a quality perspective on behalf of the business. It requires competence in strategic thinking, global resource planning, cross-functional collaboration, as well as the reporting and administration of quality readiness and progress from resource, environment and timeline perspectives. As a Quality Center of Excellence leader, it will be important to take the initiative to identify, drive, and evangelize quality testing and validation improvement opportunities. A key to success will be the ability to influence and gain alignment utilizing proactive partnering and effective communication with all levels (including sr leaders) across both the Business & Technology communities.

Key Qualifications

  • 4+ years experience leading the quality and user satisfaction effort for system implementations of all sizes, including large, cross-functional E-Commerce or contact center initiatives
  • Proficient at managing multiple efforts simultaneously, in an environment with ambiguity and frequent changes in timeline and strategy
  • 4+ years of experience leading strategic initiatives
  • Self motivated, proactive and able to work under minimal supervision at detailed levels while taking account of interdependencies at higher levels
  • Able to combine strategic thinking with hands on execution
  • Outstanding verbal and written communication skills with both technical and functional audiences
  • Ability to navigate complex organizational structures and build consensus
  • Proficiency with Apple’s Radar testing application a plus
  • Tech savvy, must have strong integrated systems understanding
  • Experience managing global projects with a distributed team
  • Some travel may be required, both domestic and international


Collaborate with Retail Digital Operations leadership and leaders of Digital Retail partner organizations to strategically expand the scope of quality testing and validation into all aspects of the Digital Store. Partner with the Digital Retail Testing Services Technology team leadership to continuously optimize the use of this increasingly important quality team as we expand our Digital integration testing scope to drive a stronger customer experience Collaborate closely with a broad, global, cross-functional team including: • Digital Retail business functions such as Product Management, Contact Center Project Managers, Sales and Service, Order Administration • Partner with business teams such as Operations, Retail Stores, Finance, iTunes and AppleCare Identify, drive strategy and evangelize quality validation best practices and testing optimization opportunities such as order placement automation, risk based test planning and real time progress reporting for use across many different types of testing such as UAT, PVT and content validation. Track the calendar of Digital Retail releases and corresponding milestones and ensure the relevant partner testing teams are resourced and engaged by specific milestones that align to the overall strategy Work with Product Managers and Contact Center Project Managers to determine appropriate level of support required for Digital Retail capital projects. Strategically establish roles and responsibilities based on level of support. Manage large, complex cross-functional end-user quality validation by providing leadership and daily management throughout the strategizing, scripting and execution phases of testing. Represent Digital Retail in cross-functional testing forums focused on improving the Apple user acceptance testing experience across the organization. Enhance and evolve standard templates for key testing milestones such as user acceptance testing Kick-offs, Test Summit Agendas, Planning and Execution status reporting and Go / No Go decisions

Education & Experience

Additional Requirements