AppleCare Mail-In Readiness Program Manager

Quick Facts

• Role: Mail-in NPI Readiness Program Manager (AppleCare)

• Focus: Global mail-in service readiness for new product introductions

Description

As a Mail-in Readiness Program Manager on the Mail-in NPI Readiness team, you will lead end-to-end NPI execution and strategic initiatives to deliver best-in-class mail-in service globally. You will own readiness planning and execution across multiple lines of business and geographies, including launch readiness, post-NPI performance monitoring, and cost strategy contributions. You will translate complex requirements into scalable service solutions, identify and mitigate readiness risks, and drive successful implementation across AppleCare’s service ecosystem.

Responsibilities

• Lead end-to-end AppleCare mail-in service readiness planning and execution for new product introductions globally across all lines of business and geographies

• Drive mail-in site readiness activities with Engineering, Operations, Systems, Supply Chain, and vendor teams to ensure on-time launches and zero-escalation

• Define and evolve service strategies, including repair approaches, site capabilities, and post-NPI performance monitoring frameworks

• Communicate requirements and schedules to support technical readiness with HW Readiness Engineering and Supply Chain teams

• Identify, assess, and mitigate readiness risks throughout the product development lifecycle; escalate and drive timely decisions with executive teams

• Drive mail-in channel strategy using cost and performance metrics; partner with Finance to validate cost-per-repair benchmarks and find cost reduction opportunities

• Develop scalable frameworks, documentation, and processes to improve effectiveness and consistency across the global repair network

• Champion continuous improvement to enhance the repair ecosystem for customers, technicians, and Apple

• Lead program communications and raise key issues and options for resolution with executive teams

Requirements

• Bachelor’s degree in Engineering, Business, Operations, or equivalent experience

• 5+ years of experience leading complex cross-functional programs in operations, service, engineering, or program management

• Background influencing stakeholders across multiple organizations and leadership levels without direct authority

• Demonstrated execution managing multiple priorities and driving decisions to closure in fast-paced, ambiguous environments

• Strong analytical and problem-solving skills with a data-driven approach to decision making

• Record of presenting complex operational or business topics to senior leadership

Benefits

• Opportunity to shape service readiness outcomes across global repair centers and distribution centers for major Apple product launches

• Cross-functional leadership role partnering with Engineering, Operations, Finance, Supply Chain, and vendor teams