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 AppleCare BPR Americas Systems Quality Manager - Austin, Texas, United States

Job information
Posted by: Apple 
Hiring entity type: Retail 
Work authorization: Not Specified for United States
Position type: Direct Hire, Full-Time 
Compensation: ******
Benefits: See below
Relocation: Not specified 
Position functions: Management - General
Operations - Quality
Project Manager
Travel: Unspecified 
Accept candidates: from anywhere 
Languages: English - Fluent
Minimum education: See below 
Minimum years experience: See below 
Resumes accepted in: English
Cover letter: No cover letter requested
Job code: 200219899 / Latpro-3771376 
Date posted: Feb-02-2021
State, Zip: Texas, 78729


AppleCare BPR Americas Systems Quality Manager

Austin , Texas , United States

Support and Service


Posted: Feb 1, 2021

Weekly Hours: 40

Role Number: 200219899

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. 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! As the AppleCare BPR Americas Systems Quality Manager you will have primary responsibility for managing a team of developing and senior AppleCare Systems Quality (SQM) project managers based in Austin, TX, and Sunnyvale, CA. The team is focused on leading User Acceptance Testing preparation and execution for cross-functional systems projects across a broad range of AppleCare business areas, including AppleCare Sales, Service, Digital & Logistics. You will be responsible for performing all leadership activities for staff including recruitment, performance evaluations, compensation management, professional development through job assignments, mentoring and training with a deep commitment to inclusion, diversity and equality. You will also play a key role in our ambitious testing transformation journey. You will stay informed on industry best practices for quality management, and continuously evolve the way we approach test planning and execution. You will also closely collaborate with the SQM team managers in other regions to align and effectively manage our people, processes, and tools.

Key Qualifications

  • 3+ years of managing a mid-sized team (5+ individuals)
  • Passion for developing highly effective, diverse and inclusive teams
  • Demonstrated ability to delegate and establish management processes to monitor progress
  • Ability to clearly communicate key messages to all levels of audience - subordinates, peers, and senior leadership - through written, verbal, and formal presentation media
  • Proven ability to manage to deadlines
  • Proficient at leading multiple efforts simultaneously
  • Strong organization, analytical, and time management skills with a command of detail
  • Champion for continuous improvements
  • Track record of strategic thought leadership, innovation, and effectiveness at influencing others to drive meaningful change through high integrity
  • Ability to maintain and develop strong working relationships across all parts of the organization
  • Deep understanding of quality assurance processes and software/systems testing methodologies
  • Experience providing testing support for system implementations and business process re-engineering projects
  • Familiarity with Apple's best practices in project management to ensure consistent and predictable delivery of world-class projects
  • Experience with staffing activities such as interviewing potential staff, conducting performance reviews, as well as providing or organizing training and development
  • Ability to occasionally travel internationally and work off/weekend hours to support projects, as needed


Coordinates all activities of the team, with accountability for methods & results. Settles team project assignments, balancing business and project needs with individual skill sets and development areas. Collaborates on resource allocation globally, and within the AMR BPR team. Leads and mentors team members in all aspects of their job through development plans and consistent employee performance monitoring and feedback. Develops strong partnerships with key partners and drives accountability to gain resolution of critical issues. Also gathers feedback to improve UAT processes. Manages escalations and implements corrective action to address gaps or issues with project execution. Collaborates with SQM managers in other regions to drive team initiatives. Understands scope, test strategy, and oversees risk management throughout the project life cycles. Oversight and approval of formal testing plans. Champions change management to ensure smooth adoption of changes by all impacted groups. Responsible for implementing tools and reporting to measure key team metrics. Manages relationships with existing and potential vendors, ensuring maximum value realization. Participates in developing the global SQM org strategy. Works with regional SQM managers to ensure testing processes and systems are created and implemented with a global perspective, and aligns testing strategies with overall project and BPR goals.

Education & Experience


See job description


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