Delivery Exception Management (DEM) Program Manager

Quick Facts

• Role: Delivery Exception Management (DEM) Program Manager for the Americas

• Focus: Exception, loss, and claims prevention across a carrier network

Description

Own the Americas DEM strategy, multi-year roadmap, and results for exception management, carrier claims and recovery, and loss investigations, including budget, methods, and staffing. Lead operating objectives, performance standards, policies, and a DEM scorecard to shift the team from reactive case resolution to predictive prevention using trend analysis. Drive carrier performance and commercial management, lead peak-event readiness, and manage a next-generation exception management platform from the business side.

Responsibilities

• Set operating objectives and a tiered review cadence for exceptions, claims, and loss with clear owners and success criteria

• Own exception, claims, and credit policies; make operational decisions and escalations

• Define and publish the DEM scorecard (exception rate, loss and credit exposure, claims recovery, claim cycle time, repeat defects)

• Use trend analysis to anticipate emerging risks and implement upstream fixes through process, policy, training, and carrier commercial terms

• Lead carrier performance and commercial management via quarterly business reviews, recovery targets, and claims settlement/liability terms

• Partner with Product Security on shipment risk, theft and loss trends, carrier vetting, and freight security controls

• Own the next-generation DEM automation roadmap; connect data across order, shipment, carrier, claims, and service systems; drive adoption

• Serve as the DEM point of contact for Logistics Operations, Finance, AppleCare, channels, and carrier partners; represent DEM in executive reviews

• Lead DEM readiness for peak events (e.g., New Product Introductions, Order By Deliver By) and collaborate with Inventory Control on shared root causes

• Hire, develop, and coach analysts; build a cross-trained Americas function with documented SOPs and development plans

Requirements

• Bachelor’s degree in Supply Chain, Engineering, Business, Finance, Economics, or related field

• 10+ years of experience in Transportation, Supply Chain, Logistics, or Operations, including 5+ years of people leadership

• Proven experience leading logistics or supply chain operations teams, ideally in delivery exception management, carrier claims, loss prevention, or freight security

• Experience setting strategy and objectives, managing budgets and staffing, and running multi-site/multi-carrier programs with clear cadence and governance

• End-to-end knowledge of inbound, outbound, forward, and reverse logistics and how carrier/claims/service processes connect

• Strong data judgment using trend analysis for risk anticipation, root-cause identification, and quantification of financial exposure; comfort reviewing technical queries and BI dashboards

• Experience negotiating carrier/vendor commercial terms such as claims settlement, liability, and SLAs

• Executive-level communication skills to influence senior leaders and partners in sensitive situations

Benefits

• Own a senior, end-to-end Americas strategy with executive visibility

• Lead automation that returns measurable analyst capacity to prevention work

• Drive durable upstream process and commercial fixes across cross-functional and carrier stakeholders