苹果Program Manager - Support Insights
任职要求
Key Qualifications
• 5+ years of customer-facing technical-support experience and 3+ years of retail or technical team leadership experience. Genius or Lead Genius experience preferred
• Expert user of Apple hardware and all Apple operating systems and Proficient in Excel, Numbers, Pages and Keynote
• Excellent verbal and written communication skills, coupled with a proactive approach to problem solving
• Ability to develop strong relationships quickly. A trusted…工作职责
Keys to success include exceptional analytical, collaborative, problem solving, and presentation skills, as well as a natural desire to influence others drive results and deliver hands-on execution. • Proactive partnership with store teams and other internal teams to create targeted strategies relating to reducing operational expense, maximising service revenue, tracking improvement and cost savings over time, and reporting results weekly to leadership. • Continually balance targeted financial objectives with team and customer satisfaction. • Build and maintain key partnerships including Market Leaders, Store Leaders, and store teams. • Turn feedback captured into actions that influence service strategies and get results. • Analyse current service processes and procedures to continually seek new efficiencies. • Work collaboratively with AppleCare and Retail Leadership to drive adoption and compliance with service strategies. • Work with Reporting teams to ensure data is available, accurate and fit for the purpose of identifying trends in key operational metrics that yield actions to improve the business. • Deliver feedback to Field (Field Operations Leaders, Market Leaders, Store Leaders, Managers, Lead Genius') on performance trends and outliers. • Partner with the Field to plan next steps and actions to improve key focus areas. • Engage Training teams to influence training materials to improve strategies • Provide comprehensive updates to Retail/AppleCare Leadership on trends, actions and outcomes. • Conduct store visits to gather insights and drive actions; position requires up to 30% travel
In this role, you will collaborate closely with regional and global Quality Program Managers, Retail Customer Care leadership and cross functional stakeholders to uphold the quality standards and elevate the customer experience.. Through targeted contact review, you will be responsible for helping identify business trends and insights, leveraging that to craft a framework that guides the business to understand what matters to the RCC leadership and customers in your region. A Quality Program Manager will participate in weekly business reviews, provide insights from both their own and other coaching contact reviews and are responsible for quality analysis and reporting. You will need to be regularly lead and participate in calibration activities, be an expert in quality standards and align the teams with these standards. You will also need a deep knowledge of the business, performance management and vendor management practices. It is important that you are able to articulate and analyze customer expectations and satisfaction, service trends and professional ethics and operational policies and procedures are followed. A Quality Program Manager is responsible in supporting and guiding their respective sites and business partners to achieve goals in customer satisfaction and quality performance and includes building behavior based coaching plans based on qualitative and quantitative insights. This work will be achieved through influencing management, adopting best practices and effective root cause analysis on the reasons for customer dissatisfaction or lack of adherence to customer and business critical processes and practices. This is all done through the lens of As one of multiple quality program managers for the region, you will also partner with your peers to set the direction and provide consistency across the network.
• Develop and implement a comprehensive program/product strategy that aligns with our business objectives. • Manage the creation, distribution, and maintenance of program schedule, ensuring they are up-to-date, relevant, and effective. • Coordinate across Sales, Marketing and BI to ensure each product launch to develop and launch sales playbooks to support field execution in alignment with marketing campaigns and sales plays. • Develop program-level ROI and measurement mechanism to evaluate the effectiveness of each launch. • Build and a best practice sharing program to replicate best practices across business division and regions. • Act as a conduit and liaison between BU Ops Leads and other teams to optimize existing enablement programs and build new initiatives to quickly address identified readiness gaps. • Communicate effectively across multiple technical and non-technical business units, as well as across geographies. • Develop data visualization capabilities to provide insights to business leaders on performance and trends - what’s working and what’s not working. • Collaborate with internal stakeholders including, Sales Ops, Business Development, Finance, Business Technology & Solutions, HR and Legal to identify issues and design solutions. • Simplify and standardize our mechanisms and tools to enable operational excellence.
• Perform detailed needs assessments in coordination with the Seller Operations, Sales, Product, Marketing, and Engineering. Translate business needs into training & enablement strategy, offerings and programs. • Create, develop, manage, and lead the successful execution of the cross-functional enablement programs in conjunction with program or product teams and stakeholders. • Develop and maintain an effective governance process and measurements focused on providing insights on performance and impact on readiness and program effectiveness.