AppleCare Strategic Quality Process Improvement Program Manager

Job Description

Join Apple in the Quality projects space to partner with worldwide cross-functional teams on implementing effective quality initiatives, improving customer support workflows, and delivering outstanding customer experience.

Requirements

• Minimum 5+ years of process improvement/continuous improvement experience
• Experience delivering large scale DMAIC/A3 projects on-time with successful measurable results
• Experience leading Failure Modes and Effects Analyses
• Extensive program & project management experience in quality monitoring programs
• Collaborative, flexible, and open working style
• Ability to influence and manage multiple organizational partners
• Experience establishing key risk indicators for effective monitoring
• Experience synthesizing results of quantitative and qualitative analyses
• Experience providing mentorship and oversight to quality programs
• Ability to partner closely with senior team members and SMEs
• Bachelor's degree in business or engineering
• 5-10% travel required

Responsibilities

• Run and assist with quality improvement projects
• Manage the sustainability of strategic quality programs
• Engage in project chartering, root cause analysis, testing, and leading partner readouts
• Partner on select strategic quality programs
• Develop strong working relationships with cross-functional teams
• Employ structured problem solving methods
• Lead business process mapping
• Monitor operational metrics daily, weekly, monthly, and quarterly