GC QPM(Quality Program Management) Manager, Retail Customer Care
Apple
GC QPM(Quality Program Management) Manager, Retail Customer Care
Job Description
As Steve Jobs said in 1997 when introducing the Apple Store Online: “We make amazing products. We should have an amazing purchasing experience.” Twenty-five years on, the Apple Store Online is one of the world’s biggest and most successful e-commerce sites. Our global mission is to bring a flawless, high-quality, digital retail experience to all of our customers. In Retail Customer Care, our team is able to bring this experience to life! The RCC Quality team is seeking a highly motivated and experienced leader to manage our team of Quality Program Managers (QPMs) in Greater China. This role is critical in driving quality initiatives that ensure our customer experience meets Apple's high standards of excellence. The ideal candidate will possess a strong background in quality management and / or program management, and people leadership, with a proven ability to develop and execute quality strategies, manage complex projects, and foster a culture of continuous improvement across the network. As the Manager for the QPM team in Greater China, you will be responsible for leading and developing a talented team of Quality Program Managers. You will provide coaching and development opportunities to enhance team skills and performance, while fostering a collaborative and supportive team environment. In this role, you will work with the business teams (in region and worldwide) as well as collaborate with the Retail Customer Care leadership. You will translate the regional quality strategy into actionable plans for the GC market, ensuring that our quality initiatives are tailored to local customer expectations and business needs. You will participate in business reviews, provide quality insights and are responsible for driving quality and performance improvements. You will need to be responsible in supporting and guiding QPMs to achieve business goals in customer experience and quality performance and includes building behavior based plans based on qualitative and quantitative insights. This is an exciting role with an opportunity to greatly impact the customer experience at Apple while working in a supportive team environment.
Locations
- Shanghai, Shanghai, China 200335
Salary
Estimated Salary Rangemedium confidence
30,000,000 - 60,000,000 INR / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- quality managementintermediate
- program managementintermediate
- people leadershipintermediate
- develop and execute quality strategiesintermediate
- manage complex projectsintermediate
- foster a culture of continuous improvementintermediate
- leading and developing a talented teamintermediate
- provide coaching and development opportunitiesintermediate
- foster a collaborative and supportive team environmentintermediate
- translate regional quality strategy into actionable plansintermediate
- participate in business reviewsintermediate
- provide quality insightsintermediate
- driving quality and performance improvementsintermediate
- supporting and guiding QPMsintermediate
- building behavior based plansintermediate
- qualitative insightsintermediate
- quantitative insightsintermediate
Required Qualifications
- 5+ years of experience in a quality management or program management role within a contact center or customer service environmentProven experience in hiring, coaching, and developing high-performing teams (experience, 5 years)
- Fluency in English and Mandarin (written and verbal) is required. (experience)
- Ability to work with and influence cross functional business partners to build and achieve strategic quality objectives and goals (experience)
- Proven track record to analyze data, accurately determine root cause and implement actions that solve problems and improve performance (experience)
- Adapt to changing environments, technology and processes (experience)
- Drive for results with a high degree of determination (degree in results with a high degree of determination)
- Strict adherence to company policy on confidential materials (experience)
- Makes space to listen, learn, and amplify diverse perspectives and experiences (experience)
- Confronts barriers to greater inclusion with tenacity, care and commitment (experience)
Preferred Qualifications
- Solid understanding of quality principles and approaches including but not limited to customer journey mapping, process Improvement methodologies and data analysis (experience)
- Experience managing quality for both internal teams and outsourced vendor partners (experience)
- Education & Experience: Bachelors degree or equivalent experience (experience)
Responsibilities
- As the Manager for the QPM team in Greater China, you will be responsible for leading and developing a talented team of Quality Program Managers. You will provide coaching and development opportunities to enhance team skills and performance, while fostering a collaborative and supportive team environment.
- In this role, you will work with the business teams (in region and worldwide) as well as collaborate with the Retail Customer Care leadership. You will translate the regional quality strategy into actionable plans for the GC market, ensuring that our quality initiatives are tailored to local customer expectations and business needs.
- You will participate in business reviews, provide quality insights and are responsible for driving quality and performance improvements. You will need to be responsible in supporting and guiding QPMs to achieve business goals in customer experience and quality performance and includes building behavior based plans based on qualitative and quantitative insights.
- This is an exciting role with an opportunity to greatly impact the customer experience at Apple while working in a supportive team environment.
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Answer 10 quick questions to check your fit for GC QPM(Quality Program Management) Manager, Retail Customer Care @ Apple.
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~2 Minutes
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GC QPM(Quality Program Management) Manager, Retail Customer Care
Apple
GC QPM(Quality Program Management) Manager, Retail Customer Care
Job Description
As Steve Jobs said in 1997 when introducing the Apple Store Online: “We make amazing products. We should have an amazing purchasing experience.” Twenty-five years on, the Apple Store Online is one of the world’s biggest and most successful e-commerce sites. Our global mission is to bring a flawless, high-quality, digital retail experience to all of our customers. In Retail Customer Care, our team is able to bring this experience to life! The RCC Quality team is seeking a highly motivated and experienced leader to manage our team of Quality Program Managers (QPMs) in Greater China. This role is critical in driving quality initiatives that ensure our customer experience meets Apple's high standards of excellence. The ideal candidate will possess a strong background in quality management and / or program management, and people leadership, with a proven ability to develop and execute quality strategies, manage complex projects, and foster a culture of continuous improvement across the network. As the Manager for the QPM team in Greater China, you will be responsible for leading and developing a talented team of Quality Program Managers. You will provide coaching and development opportunities to enhance team skills and performance, while fostering a collaborative and supportive team environment. In this role, you will work with the business teams (in region and worldwide) as well as collaborate with the Retail Customer Care leadership. You will translate the regional quality strategy into actionable plans for the GC market, ensuring that our quality initiatives are tailored to local customer expectations and business needs. You will participate in business reviews, provide quality insights and are responsible for driving quality and performance improvements. You will need to be responsible in supporting and guiding QPMs to achieve business goals in customer experience and quality performance and includes building behavior based plans based on qualitative and quantitative insights. This is an exciting role with an opportunity to greatly impact the customer experience at Apple while working in a supportive team environment.
Locations
- Shanghai, Shanghai, China 200335
Salary
Estimated Salary Rangemedium confidence
30,000,000 - 60,000,000 INR / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- quality managementintermediate
- program managementintermediate
- people leadershipintermediate
- develop and execute quality strategiesintermediate
- manage complex projectsintermediate
- foster a culture of continuous improvementintermediate
- leading and developing a talented teamintermediate
- provide coaching and development opportunitiesintermediate
- foster a collaborative and supportive team environmentintermediate
- translate regional quality strategy into actionable plansintermediate
- participate in business reviewsintermediate
- provide quality insightsintermediate
- driving quality and performance improvementsintermediate
- supporting and guiding QPMsintermediate
- building behavior based plansintermediate
- qualitative insightsintermediate
- quantitative insightsintermediate
Required Qualifications
- 5+ years of experience in a quality management or program management role within a contact center or customer service environmentProven experience in hiring, coaching, and developing high-performing teams (experience, 5 years)
- Fluency in English and Mandarin (written and verbal) is required. (experience)
- Ability to work with and influence cross functional business partners to build and achieve strategic quality objectives and goals (experience)
- Proven track record to analyze data, accurately determine root cause and implement actions that solve problems and improve performance (experience)
- Adapt to changing environments, technology and processes (experience)
- Drive for results with a high degree of determination (degree in results with a high degree of determination)
- Strict adherence to company policy on confidential materials (experience)
- Makes space to listen, learn, and amplify diverse perspectives and experiences (experience)
- Confronts barriers to greater inclusion with tenacity, care and commitment (experience)
Preferred Qualifications
- Solid understanding of quality principles and approaches including but not limited to customer journey mapping, process Improvement methodologies and data analysis (experience)
- Experience managing quality for both internal teams and outsourced vendor partners (experience)
- Education & Experience: Bachelors degree or equivalent experience (experience)
Responsibilities
- As the Manager for the QPM team in Greater China, you will be responsible for leading and developing a talented team of Quality Program Managers. You will provide coaching and development opportunities to enhance team skills and performance, while fostering a collaborative and supportive team environment.
- In this role, you will work with the business teams (in region and worldwide) as well as collaborate with the Retail Customer Care leadership. You will translate the regional quality strategy into actionable plans for the GC market, ensuring that our quality initiatives are tailored to local customer expectations and business needs.
- You will participate in business reviews, provide quality insights and are responsible for driving quality and performance improvements. You will need to be responsible in supporting and guiding QPMs to achieve business goals in customer experience and quality performance and includes building behavior based plans based on qualitative and quantitative insights.
- This is an exciting role with an opportunity to greatly impact the customer experience at Apple while working in a supportive team environment.
Tags & Categories
Answer 10 quick questions to check your fit for GC QPM(Quality Program Management) Manager, Retail Customer Care @ Apple.
10 Questions
~2 Minutes
Instant Score
Related Books and Jobs