Independent Quality Evaluator (IQE) Program Manager

Austin, Texas, United States
Operations and Supply Chain

Summary

Posted: Oct 16, 2018
Weekly Hours: 40
Role Number: 114267193
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. As an IQE Program Manager, you will drive regional business requirements and performance targets and analyze quality operations data to identify business insights. You will manage client relationships and expectations while executing services through a supplier / client relationship. Your ability to showcase the principles of program management, quality monitoring, measurement, and reporting will be vital to the Independent Quality Evaluator (IQE) Organization. You are an exceptional communicator, skilled at presenting to all levels of leadership, and a business savvy individual who has an excellent understanding of Apple's customer focus and passion for excellence and share that with our partners. You possess a deep understanding of the AMR region, its cultural behaviors and languages. Location: on site in Austin TX, preferred - Elk Grove, CA or Cupertino, CA with global travel requirements.

Key Qualifications

  • 5+ years as a senior project/program manager leading small to large cross functional projects
  • 3+ years experience in quality programs within a customer service organization
  • 3+ years in a senior role accountable for performance targets being met
  • In depth understanding of quality management processes; calibration, joint contact monitoring, quality standards, and accuracy measurement
  • Knowledge of AMR cultures and validated experience supporting customers across the America’s
  • Experience working with quality monitoring programs within a customer service organization or outsourcing partner
  • Experience working with an outsourced service provider is helpful
  • Excellent and effective verbal and written interpersonal skills
  • Experience engaging with a wide variety of internal and external partners and capable of driving teams to meet project timelines
  • Ability to think differently, provide new solutions to old problems and have a “can do” spirit
  • Effective negotiation skills with the ability to balance resources and conflict management
  • Ability to interpret complex analysis with precise attention to detail
  • Deep working knowledge of contact center environments is preferred
  • Ability to work off shift hours to match your customers, partners and teams needs

Description

Responsibilities include: - Act as the point of contact for AppleCare AMR Independent Quality Monitoring business, ensuring execution of regional business requirements and performance targets - Analyze data to find trends and drive insights back into the business - Lead project dashboards of active and incoming projects and communicate timelines to partners - Collaborate with the IQE Vendor Manager to identify projects and then execute initiatives for the team - Develop and execute a project plan, including completion of PRF, project schedule and task list. - Work with outsourced Quality Partner to develop a project readout for each project conveying key findings, detailed insights and recommendations to the business. Deliver readouts to business customers and facilitate actioning of recommendations. - Find opportunities for process improvement, work with the team to design, document and implement processes - Participate in weekly/monthly/quarterly operations meetings with Apple and vendor teams - Working with internal customers, seek chances to create a positive impact on the customer experience through focusing on the quality of each customer contact - Liaise between regional partners and suppliers to drive performance of quality standards, collect feedback and report out. - Collaborate with leadership to communicate project findings and help drive recommendations

Education & Experience

BA/BS Degree

Additional Requirements

  • - COPC process training preferred
  • - PMP or other project management certification desired
  • - Ability to travel globally 20-30% annually