Jobs and Careers

Site Support Engineer Quality Program Manager

Elk Grove, United Statesfull_timeVerifiedPosted 28 Jan 2025

💰 $139,700/yr($93,100/yr – $139,700/yr)

About the role

Summary

Posted: Jan 28, 2025

Role Number:200588671

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. Inclusion is a shared responsibility, and we hold ourselves and one another accountable for fostering a culture where everyone feels seen, heard and inspired to do their best work. We’re seeking a Quality Program Manager (QPM) to work in the AppleCare Site Support Engineering group to maintain, measure, and improve the overall quality of support we collectively provide to Apple’s customers. This position will support the English iCloud Site Support Engineering team.

Description

QPMs are responsible for identifying individual, group and organizational gaps in tools, skills, policies, and processes; as well as for proposing, organizing and facilitating solutions. QPMs will also work directly with our internal and external customers to resolve complex technical issues. To carry out these responsibilities, QPMs will lead cross-functional projects and drive training and coaching initiatives. QPMs will collaborate with various teams to enhance escalation quality both within Site Support Engineering and within the AppleCare Contact Center.

Minimum Qualifications

Three or more years of experience in the Software Site Support Engineering team, and a deep understanding of AppleCare’s technical support business.
Excellent verbal and written communication skills, with an ability to communicate at all levels of the organization.
Creative and innovative problem-solving skills, and an ability to deal with ambiguity.
Strong analytical and critical thinking skills.
Ability to drive high quality case work and escalation support.
Capacity to manage multiple projects, small teams, and priorities simultaneously.
Comfortable developing and presenting rich content to various cross-functional teams, both physical and virtual audiences of varying sizes and levels of leadership.
Skilled at relationship building and influencing.
Ability to analyze data and reporting to determine the root cause of quality or performance issues and make informed suggestions for improvement.
Ability to work independently and as part of a team, with little to no direction from leadership. Self-motivated to identify and investigate individual and organizational gaps and drive solutions.

Preferred Qualifications

AA/AS degree or BA/BS plus 1-2 years of experience in a customer service/support
environment, or equivalent experience.
Possesses an understanding of quality standards and the importance of quality, compliance,
and processes; as well as how they impact successful performance.
Previous coaching, mentoring, and leadership experience.
Experience overseeing corrective action, process improvement, and auditing.
Experience with project management tools and ticketing systems.
Advanced troubleshooting and problem-solving skills.
Makes space to listen, learn, and amplify diverse perspectives and experiences
Actively seeks out opportunities to champion and celebrate inclusion and diversity