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 Survey Research Program 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: Computers - Programming Languages
Computers - Platforms
Computers - Networks
Computers - Software Engineer
 
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: 200289597 / Latpro-3827427 
Date posted: Sep-28-2021
State, Zip: Texas, 78729

Description

Survey Research Program Manager

Austin , Texas , United States

Support and Service

Summary

Posted: Sep 27, 2021

Weekly Hours: 40

Role Number: 200289597

Are you passionate about understanding and improving customer experience? Are you biased towards driving your partners to action? Do you have the attention to detail required to manage large-scale tracker surveys? If these describe you, then the AppleCare Customer Insights team may be a great opportunity! Apple is recognized as having the best customer support in the industry, and this team is chartered with delivering high-quality guidance and intelligence essential to improving the customer experience!

Key Qualifications

  • To qualify for this role, you must have demonstrated success in three key areas:
  • Measuring the customer experience:
  • You have direct, hands-on experience building or supervising Customer Experience with (CX) measurement, such as Customer Satisfaction (CSAT), Voice of the Customer (VoC), or Net Promoter Score (NPS)
  • You have navigated complexity and ambiguity in the business' problems, and have successfully designed the right methodology to get to the core questions
  • While you are a specialist in survey methodology and questionnaire design, you know that standard methodologies need to be balanced with the needs and speed of the business
  • Managing multiple ongoing tracking surveys:
  • Have a successful track record in program management, including hands- on technical backend operation support
  • Feel confident in crafting and managing your own programs/projects; able to "live in the gray" and deal with ambiguity in a fast-paced environment
  • Have experience directing complex, parallel work-streams with many cross-functional teams and dependencies
  • Bias toward action:
  • Experience conducting advanced statistics (e.g., multiple linear regression) in tools like SPSS or R
  • Excellent communication, presentation, and interpersonal skills with the ability to adjust your approach to accommodate your audience
  • A proven track record of using data driven approaches to influence business decisions/strategies

Description

A Survey Research Program Manager must be able to transform data into insights that impact the business. This position covers creating and maintaining survey-based customer feedback programs. This high-visibility role is program management focused, but also includes custom research design, data management, data analysis, and presentations to AppleCare leadership. In representing the voice of AppleCare's customers, you will be asked to: Manage several ongoing customer satisfaction tracking programs Proactively work with senior leadership and cross-functional teams to identify knowledge gaps, and design research Merge multiple sources of information to conduct quantitative data analysis Synthesize data to deliver meaningful recommendations that influence business strategy

Education & Experience

Bachelor's degree and at least 2 years of experience or an Advanced degree plus 1 year of hands on CX experience



Requirements

See job description

 

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