Survey Research Program Manager

Santa Clara Valley (Cupertino), California, United States
Support and Service

Summary

Posted: Nov 8, 2018
Weekly Hours: 40
Role Number: 114406690
Imagine what you could do here. At Apple, new ideas have a way of becoming phenomenal products, services, and customer experiences very quickly. Do you love the attention to detail required to run large-scale tracker surveys? How about discovering innovative solutions that impact the business? If any of these describe you, then the AppleCare Customer Insights team may be an extraordinary opportunity.

Key Qualifications

  • Strong project management skills and attention to detail
  • Research design and execution
  • Data management experience
  • Strong social skills
  • Strong analytical skills
  • Able to flexibly, and independently problem-solve in a dynamic environment
  • Questionnaire design

Description

We are seeking a Survey Research Program Manager in either Sunnyvale, CA or Austin, TX headquarters. As part of the Customer Insights Team, this position covers creating and maintaining survey-based customer feedback programs. This high-visibility role is program management focused, but also includes customer research design, data management, data analysis, and presentations to the business. This position works very closely with the AppleCare division and will develop positive relationships with AppleCare’s leadership team. Apple is recognized as having the best customer satisfaction in the industry and our team chartered with delivering high-quality guidance and intelligence essential to maintaining and strengthening this top ranking. As a member of this team you will: Lead several ongoing customer satisfaction tracker programs Design and execute ad hoc research projects Merge customer and transactional data for analysis Perform analyses of quantitative data Craft and deliver data-based, actionable, and compelling presentations for internal business managers Work with the business to ensure optimized research utilization Design survey questions

Education & Experience

Bachelor's degree and at least 4 years experience or Advanced degree plus 2 years related experience Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.

Additional Requirements

  • Preferred Skills
  • Experience leading CSAT or NPS tracking programs
  • Research operations and/or marketing operations skills
  • Intermediate Teradata
  • SQL
  • Tableau
  • Data visualization
  • Advanced statistics (e.g., multiple linear regression)
  • R
  • SPSS