【Apple】Quality Program Manager, Retail Customer Care


As Steve Jobs said in 1997 when introducing the Apple Store Online: “We make amazing products. We should have an amazing purchasing experience.” Twenty-five years on, the Apple Store Online is one of the world’s biggest and most successful e-commerce sites. Our global mission is to bring a seamless, high-quality, digital retail experience to all of our customers. In Retail Customer Care, our team is able to bring this experience to life.

The Learning and Quality team is looking for a determined individual who believes that the customer experience is at the heart of what we do and works tirelessly to help our teams achieve just that.
In this role, you will work with the quality and learning team (in region and worldwide) as well as collaborate with the Retail Customer Care leadership. Through targeted contact review, you will be responsible for helping identify business trends and insights, leveraging that to craft a framework that guides the business to understand what matters to the RCC leadership and customers in your region.

A Quality Program Manager will participate in weekly business reviews, provide insights from both their own and other coaching contact reviews and are responsible for quality analysis and reporting. You will need to be regularly lead and participate in calibration activities, be an expert in quality standards and align the teams with these standards. You will also need a deep knowledge of the business, performance management and vendor management practices. It is important that you are able to articulate and analyze customer expectations and satisfaction, service trends and professional ethics and operational policies and procedures are followed.

A Quality Program Manager is responsible in supporting and guiding their respective sites and business partners to achieve goals in customer satisfaction and quality performance and includes building behavior based coaching plans based on qualitative and quantitative insights. This work will be achieved through influencing management, adopting best practices and effective root cause analysis on the reasons for customer dissatstifaction or lack of adherence to customer and business critical processes and practices. This is all done through the lens of As one of multiple quality program managers for the region, you will also partner with your peers to set the direction and provide consistency across the network.


Key Qualifications
Ability to work with and influence cross functional business partners to create and achieve strategic quality objectives and goals
Adapt to changing environments, technology and processes
Drive for results with a high degree of determination
Foster trust and build strong business partnerships
Superb written and communication skills
Japanese and English proficiency is a must
Ability to work efficiently under deadline with numerous projects on hand
Strict adherence to company policy on confidential materials
Education & Experience
All candidates who meet the key qualifications are encouraged to apply



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