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Apple

Site Support Engineer Quality Program Manager

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Austin, Texas, United States

2d ago
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Job Description

Description

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

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.

Key Qualifications

Key Qualifications

Preferred Qualifications

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

Education & Experience

Education & Experience

Additional Requirements

Additional Requirements

More

  • 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.

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