AMVETS Jobs

Quality Operations Manager

Cary,North Carolina,United States

Support and Service

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.

Minimum Qualifications

• 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.

Key Qualifications

Preferred Qualifications

• Experience working with suppliers

• COPC Certification or experience

• Lean Six Sigma Certification

Education & Experience

Additional Requirements

• 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. (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf)

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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 (Opens in a new window) .

Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. United States Department of Labor. Learn more (Opens in a new window) .

Apple participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program (Opens in a new window) .

Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) .

Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) .

Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. If you’re applying for a position in San Francisco, review the San Francisco Fair Chance Ordinance guidelines (opens in a new window) applicable in your area.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.