Quality Operations Manager
Elk Grove, California, United States
Support and Service
Imagine what you could do here! At Apple, new insights have a way of becoming extraordinary products, services, and customer experiences. Bring passion and dedication to your job and there's no telling what can be accomplished!
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 encourages 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.
Description
As a QOM, you’ll guide your team in monitoring customer experience performance, identifying areas for improvement, and implementing strategies that enhance customer satisfaction and improve customer journey efficiency. You’ll collaborate with cross-functional teams, align resources effectively, and develop future leaders—all while balancing strategic goals with day-to-day execution.
You will be:
• An inclusive leader, driving your team to achieve quality and customer experience goals.
• A strategic thinker, able to analyze trends, identify areas for improvement, and implement meaningful solutions to enhance the customer and frontline employee experience.
• A skilled communicator, translating strategy into action and fostering collaboration across teams.
• A problem solver, using data-driven insights to drive accountability and continuous improvement.
• A trusted partner, building strong relationships with internal teams, vendors, and cross-regional leaders.
• A developer of talent, ensuring team engagement, growth, and professional development.
• Able to balance customer, employee, and business needs, ensuring alignment with Apple’s overall support strategy.
• Willing to travel up to 20-40% as needed.
Minimum Qualifications
- BA/BS degree or equivalent experience
- 6+ years of work experience in large-scale, multi-channel contact center environment including technical support and / or customer service management
- 2+ years direct people leadership experience
- Strong understanding of quality assurance, customer experience, and performance management in a contact center
- Proven ability to set clear priorities and align work to goals in a fast-paced environment.
- Strong ability to motivate a team to apply functional expertise and creativity to improve experiences.
- Effective communication skills — including ability to present & write
- Proven ability to analyze data, identify trends, and drive improvements.
- Skilled at building trust and fostering collaboration across teams.
- Demonstrates strong professional ethics.
Key Qualifications
Preferred Qualifications
- Experience working with suppliers
- COPC Certification or experience
- Lean Six Sigma Certification
Education & Experience
Additional Requirements
Pay & Benefits
Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant.