Apple Support Quality Standards Program Manager

Summary
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 these people that supports 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.

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.



Description
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

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