Applecare Quality Manager Jobs

Summary

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 inspires 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.

AppleCare Service Quality & Technology is a global organization that is seeking an exceptional Quality Manager who will be involved in all aspects of product service, parts, and repair quality for Apple’s products (iPhone, iPad, Mac, Apple Watch, and AirPods). You are a strong leader with outstanding technical skills. You can work cross-functionally, communicate effectively, and thrives in a fast-paced and ever changing environment.

Key Qualifications

5 years of experience in product quality, design, service & repair, or related field
Firm understanding of product quality management and development lifecycles
Shown success leading multiple highly complex and cross-functional projects
Outstanding analytical skills with an ability to interpret data to identify trends and anomalies
The ability to take a data driven and results oriented approach to problem solving
Experience with Design of Experiments, statistical control methods, and related quality methodologies
A standout colleague with the ability to influence and lead others; strong drive fo results
Ability to organize a team to get results
Excellent communication skills with the ability to present at the executive level

Description

The Product Service Quality Manager is responsible for leading and improving service quality across Apple’s entire product line including iPhone, Mac, iPad, AirPods, Watch, and Beats. Key responsibilities include the following:

Identify and drive service quality improvement opportunities
Track service quality metrics such as warranty rates, NTF, service cost, and repeat-repair
Lead initiatives that improve service quality and reduce cost
Play a key role in new product launch early field failure analysis and action planning
Perform hands-on device failure analysis to support root cause analysis and issue resolution
Work cross-functionally with quality and engineering teams to improve overall service quality
Lead regular quality reviews that focus on performance trends, quality issues, and corrective actions
Measure and optimize the accuracy and efficiency of field service diagnostic tools
Lead service-related field escalations
Support Product Engineering and quality investigations as required
Be the primary conduit for fraud escalations and tools to resolve for AppleCare

Education & Experience

Technical Bachelor’s degree or equivalent work experience
A Master’s degree in electrical, mechanical engineering, or MBA is highly preferred

Pay & Benefits

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 $222,500 and $334,500, 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.

Role Number: 200473026