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The AppleCare Strategic Quality team is seeking a Quality Standards Program Manager in support of its worldwide strategic quality and process support. As a member of the AppleCare Strategic Quality team you must understand and be able to demonstrate a proficiency in quality management processes such as evaluation form development and evaluator calibration processes.

The successful candidate will work closely with cross-functional internal teams including Quality Program Strategists, Training, Reporting, Procedures, Project and Program Development as well as AppleCare Calibration teams to efficiently and diligently respond to and process customer requests.

Creative thinking is a must, as we work to build sound business processes in a manner which minimizes disruption, builds efficiencies and maintains operating flexibility. Must be comfortable navigating ambiguity, communicating at all levels of the organization, and able to make sound, ethical judgments that take into the account the best interests of our customers, Advisors and Apple.

KEY RESPONSIBILITIES INCLUDE:
Serve as a global expert of all Quality Standards form content
Manage and lead global quality projects (including quarterly form updates)
Partner closely with AppleCare Calibration team and Sustaining Procedures to provide scoring guidance
Triage, manage and action support requests
Identify and collaborate closely with cross-functional partners to assist defining what’s critical in existing and new standards
Provide guidance, oversight and support of cross-functional quality initiatives
Assist in the development and maintenance of quality support frameworks in new/disclosed products and services

5+ years of experience in quality, project or program managementAbility to cultivate and foster relationshipsExperience in crafting, developing and maintaining effective interaction monitoring formsExperience in leading projects and change initiativeAbility to develop short term (quarter) and long term product roadmapsAbility to articulate roadmaps and product status to business partners/leaders, Courage to change course when necessaryExperience and willingness to work with remote teams and partners across global timezones.Passion for providing service and support that is customer-centeredOutstanding interpersonal and communication skills, including writing and presentingAbility to learn quickly when facing new problems and dealing with ambiguityPassion for accuracy and timeliness of deliverables