SummaryPosted: Jan 28, 2025Role Number:200588671Imagine 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.DescriptionDescriptionQPMs 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 QualificationsMinimum QualificationsThree 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 QualificationsKey QualificationsPreferred QualificationsPreferred QualificationsAA/AS degree or BA/BS plus 1-2 years of experience in a customer service/supportenvironment, 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 experiencesActively seeks out opportunities to champion and celebrate inclusion and diversityEducation & ExperienceEducation & ExperienceAdditional RequirementsAdditional RequirementsPay & BenefitsPay & BenefitsAt Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $93,100 and $139,700, and your base pay will depend on your skills, qualifications, experience, and location.

Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan. You’ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits.

Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.
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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.