Quality Program Manager, Retail Customer Care
Core
Uphold quality standards and elevate customer experience for Apple's online retail store through targeted contact review, strategic programs, and quality analysis.
Role type
Senior IC quality program manager (customer care)
Builds
Customer satisfaction frameworks and quality performance goals for the Apple Store Online team
Domain
Retail e-commerce + customer service quality
Deliverable
dashboards & analysis
Required skills
quality management, program management, contact center operations, performance management, vendor management, root cause analysis, behavior-based coaching, stakeholder influence, data analysis
Preferred skills
data visualization (Tableau), end-to-end customer journey design, AI capabilities integration, transactional quality assurance (call scoring/audits), quality frameworks (COPC, Six Sigma), project management
Technologies
Tableau
Responsibilities
Lead calibration activities and align teams with quality standards; analyze customer expectations, satisfaction trends, and service data; build behavior-based coaching plans; partner with regional/global leadership to set direction and ensure consistency across the network.
Seniority
Senior, hands-on IC
