Role Number: 200437124

• 8+ years experience in the contact center industry
• Regulated product experience required; supporting financial markets (credit card and payments related products operations experience preferred)
• Understanding of quality management processes; calibration, joint-contact-monitoring, quality standards, quality metrics
• Solid understanding of contact centers required
• Deep subject matter knowledge of customer experience, risk and compliance management practices and regulations in this area (within contact center environment).
• Demonstrated ability to deliver large scale projects on-time with consistently successful results while working across departments and time zones
• Collaborative, flexible and open working style, with an ability to establish and maintain close working relationships with key partners
• Build an effective engagement model between operational teams and product stakeholders to analyze and report on qualitative data to identify improvement opportunities and take part in process improvement projects.
• Ability to influence and lead multiple organizational partners and balance the needs of our customers and business
• Assist the organization in establishing key risk indicators that enable effective monitoring of risks and early identification of potential issues
• Synthesize results of quantitative and qualitative analyses into key trends, implications, and recommendations.
• Define and implement a program roadmap, including defining project achievements, managing risk and communicating progress
• Serve as a global expert for regulated products within Strategic Quality, supporting the design of a Quality Standard framework
• Provide guidance, oversight and support to the evolution of quality programs and deliverables throughout the customer experience lifecycle
• Partner closely and foster trust with the AppleCare Global Quality Operation Managers and Quality Program Managers to partner on and complete initiatives
• Analyze business operations and behavioral data to identify actionable trends

In this role, it is essential that you develop a strong working relationship with your partners. You should be an excellent communicator who is self-motivated and is comfortable working in a global, matrix, fast-paced environment. You will work cross-functionally with various internal groups and external vendors to improve the quality of our services and the efficiency and scalability of our operations. The ideal candidate will have extensive program/project management experience working with quality monitoring programs within a customer service organization or outsourcing partner. Experience working with an outsourced service provider and in a highly regulated industry is highly desired. Drive efficiency of our work-streams to ensure outstanding customer service and support. Develop and drive improvements across internal and external partners to create best-in-class operational experiences through collaboration, leadership and a customer-focused approach. Collaborate with partners to bring improvement in support of customer experience, communications, and vendor operations. Run operational readiness of new features or policy changes. Lead regularly scheduled, cross-functional updates and business reviews. Engage with colleagues across cross-functional teams to identify integration points and dependencies and developing high-level solution proposals for these integrations. Effectively handle partners, subject matter authorities, executives and other internal groups through effective written and verbal communication.

Bachelors degree required MBA or a relevant post-graduate degree is a plus Project Management / Six Sigma / COPC / CX certifications preferred PMP or other project management certification preferred

• The role requires 10-20% travel in the future.