Quality Operations Manager

About the position

As a Quality Operations Manager (QOM) at Apple, you will play a pivotal role in leading teams of Quality Program Managers (QPMs) and other QOMs to support and guide various sites and business partners in achieving their business goals. This position requires a deep understanding of contact center operations, where you will anticipate broader business needs and collaborate effectively with cross-functional teams to develop strategic goals and tactical plans. Your leadership will be essential in aligning resources to maintain a balance between customer satisfaction, employee engagement, and business objectives. You will be responsible for fostering the development of future leaders within your team and driving accountability to ensure success across all operations. In this dynamic role, you will need to demonstrate a comprehensive understanding of quality philosophies, systems, analysis methods, tools, and standards. You will be expected to apply these principles effectively into global and region-wide strategies, as well as tactical processes specific to your team. Your expertise in contact center operations will be crucial, particularly in areas such as transaction monitoring, performance management, and vendor management practices. You will also need to articulate and analyze customer expectations and satisfaction, while implementing service experience improvement systems and maintaining professional ethics. As a phenomenal communicator, you will naturally develop trust and build strong business relationships. Your strategic thinking will be vital in operationalizing a team of Quality Program Managers and crafting a quality intelligence framework that guides the business in understanding what matters most to AppleCare and its customers. You will motivate your team of QPMs, focusing on their career development and ensuring they are equipped to enhance customer satisfaction and quality performance. This will involve influencing management and quality personnel, adopting best practices, and conducting effective root cause analysis to address customer dissatisfaction and adherence to critical processes.

Responsibilities
? Lead teams of Quality Program Managers (QPMs) and other Quality Operations Managers (QOMs) to achieve business goals.
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? Collaborate with cross-functional teams to develop strategic goals and tactical plans.
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? Align resources to maintain a balance of customer satisfaction, employee engagement, and business objectives.
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? Foster the development of future leaders within the team and drive accountability for success.
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? Demonstrate a comprehensive understanding of quality philosophies, systems, and analysis methods.
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? Apply quality principles into global and region-wide strategies and team-specific processes.
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? Analyze customer expectations and satisfaction to implement service experience improvement systems.
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? Motivate the team to apply functional expertise and creativity to improve customer and Advisor experiences.
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? Influence management and quality personnel to adopt outstanding practices and conduct root cause analysis.

Requirements
? Minimum 6 years of work experience in a large-scale, multi-channel contact center environment including technical support and/or customer service management.
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? Proven experience with US domestic, offshore, and work from home contact center operations; experience working with suppliers preferred.
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? Minimum of 3 years direct people-management experience.
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? Fundamental understanding of a quality organization, team dynamics, and conflict management.
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? Ability to motivate a team to apply functional expertise and creativity to improve customer and Advisor experiences.
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? Strong, clear communication skills.
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? BA/BS or MBA in business management, communications, or related field, or equivalent experience.
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? Ability to travel up to 25%.

Nice-to-haves
? Experience managing managers strongly preferred.
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? Lean Six Sigma or COPC Certification.

Benefits

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