AppleCare Digital Quality Program Manager
Santa Clara Valley (Cupertino), California, United States
Support and Service
The AppleCare Digital organization services more than 3 billion customers per year across a broad range of online platforms! The organization is responsible for all support and service digital content, web assets, customer tools and apps, communities, analytics, SEO and social media. We are the highest volume post sales support function in Apple and adhere to the highest standard of quality and innovation on behalf of our customers worldwide! The Quality Program Manager will synthesize post-launch and ongoing digital insight from social media, communities, SEO and other on-domain sources and collaboratively transform them into corrective actions in a quality feedback loop. The role is also a key partner of multiple cross-functional NPI teams to identify and influence the implementation of opportunities to continuously enhance support and service of next generation products. Finally, the role will play a key business function in the on-going improvement of multiple AI/machine-learning-enabled BI initiatives for the continued development of world-class digital insight.
- 3-5 years work experience as a project/program manager in any of the following areas: NPI, product quality, customer support/service or product development. Experience with digital projects &/or data a plus.
- Analytical thinking with eye for business to effectively provide context-specific insight and action to Engineering or Marketing partners
- Cross-functional team leadership of co-located or remote team members
- Ability to influence multiple teams of varying expertise and seniority
- Passion for customer satisfaction and continuous improvement
- Occasional business travel might be required
Synthesize digital data to quantify impact and provide context-specific insight on top volume and trending issues or product feature requests to influence product quality or design in partnership with AppleCare Digital, AppleCare Engineering or SW Program Office, HW Product Systems Quality, Retail and Marketing. Own the presentation of comprehensive insight to the most senior levels of management both internal or external to AppleCare. Optimize the established Digital Insight Review forums in English and Mandarin in order to maximize the value provided to partners given evolving product trends and in relation to broader quality forums such as SW War Room, NPI Early Field Failure Analysis and broader Quality Improvement Forums. Be the key product-based business representative for multiple AI/machine-learning-enabled BI initiatives involving anomaly detection, social influencer insight and cross-channel digital analysis for the continued improvement of digital insight. Ensure all reporting and digital quality feedback mechanisms of a product launch for AppleCare Digital are delivered in a timely and quality manner.
Education & Experience
BS or MS degree in business or engineering, MBA preferred. Equivalent experience is acceptable.