Quality Operations Manager

Summary

Posted: Mar 20, 2025

Role Number:200596091

Imagine what you could do here! At Apple, new insights have a way of becoming extraordinary products, services, and customer experiences. Bring passion and dedication to your job and there's no telling what can be accomplished! 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 encourages 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.

Description

As a QOM, you'll guide your team in monitoring customer experience performance, identifying areas for improvement, and implementing strategies that enhance customer satisfaction and improve customer journey efficiency. You'll collaborate with cross-functional teams, align resources effectively, and develop future leaders-all while balancing strategic goals with day-to-day execution. You will be: • An inclusive leader, driving your team to achieve quality and customer experience goals. • A strategic thinker, able to analyze trends, identify areas for improvement, and implement meaningful solutions to enhance the customer and frontline employee experience. • A skilled communicator, translating strategy into action and fostering collaboration across teams. • A problem solver, using data-driven insights to drive accountability and continuous improvement. • A trusted partner, building strong relationships with internal teams, vendors, and cross-regional leaders. • A developer of talent, ensuring team engagement, growth, and professional development. • Able to balance customer, employee, and business needs, ensuring alignment with Apple's overall support strategy. • Willing to travel up to 20-40% as needed.

• BA/BS degree or equivalent experience
• 6+ years of work experience in large-scale, multi-channel contact center environment including technical support and / or customer service management
• 2+ years direct people leadership experience
• Strong understanding of quality assurance, customer experience, and performance management in a contact center
• Proven ability to set clear priorities and align work to goals in a fast-paced environment.
• Strong ability to motivate a team to apply functional expertise and creativity to improve experiences.
• Effective communication skills - including ability to present & write
• Proven ability to analyze data, identify trends, and drive improvements.
• Skilled at building trust and fostering collaboration across teams.
• Demonstrates strong professional ethics.

• Experience working with suppliers
• COPC Certification or experience
• Lean Six Sigma Certification

At 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 $88,088 and $146,744, 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.

• 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.