AppleCare Mail-In Readiness Program Manager

Apple, Inc.; Sunnyvale (CA); On-site; USD 150,000 - 180,000; Full time

Job summary

Apple Inc. in Sunnyvale, California, seeks a Mail-In Readiness Program Manager within the AppleCare Hardware Readiness group.

You will lead cross-functional readiness activities for new product introductions, coordinating with Engineering, Finance, DC/ROR Operations, and Supply Chain to ensure mail-in service channels deliver exceptional customer experiences at product launches globally. Responsibilities include end-to-end planning, site readiness, and cost/performance optimization across lines

Responsibilities

• Lead end-to-end AppleCare mail-in service readiness planning and execution for new product introductions globally across all LOBs and geographies
• Drive mail-in site readiness activities in partnership with Engineering, Operations, Systems, Supply Chain, and vendor teams — ensuring zero-escalation, on-time launches
• Define and evolve service strategies including repair approaches, site capabilities, and post-NPI performance monitoring frameworks
• Communicate requirements and schedules to facilitate technical readiness with HW Readiness, Engineering and Supply Chain teams
• Identify, assess, and mitigate readiness risks throughout the product development lifecycle, escalating issues and driving timely decisions with executive teams
• Drive mail-in channel strategy using cost and performance metrics across lines of business, partnering with AppleCare Finance to validate cost-per-repair benchmarks and identify material cost reduction opportunities
• Develop scalable frameworks, documentation, and processes

Job description

AppleCare Mail-In Readiness Program Manager

Sunnyvale, California, United States Operations and Supply Chain

Description

As a Mail-in Readiness Program Manager on the Mail-in NPI Readiness team within AppleCareHardware Readiness, you will serve as a cross-functional leader responsible for shaping servicereadiness outcomes across new product introductions for Apple's global network of repair centers and distribution centers. You will partner closely with HW Readiness Engineering, AppleCare Finance, DC/ROR Operations, and Supply Chain teams to ensure Apple's mail-in service channels deliver an extraordinary customer experience at every product launch - across Mac, iPhone, iPad, Watch, and AirPods lines of business worldwide.

Responsibilities

• Lead end-to-end AppleCare mail-in service readiness planning and execution for new product
• introductions globally across all LOBs and geographies
• Drive mail-in site readiness activities in partnership with Engineering, Operations, Systems, Supply Chain, and vendor teams - ensuring zero-escalation, on-time launches
• Define and evolve service strategies including repair approaches, site capabilities, and post-NPI
• performance monitoring frameworks
• Communicate requirements and schedules to facilitate technical readiness with HW Readiness
• Engineering and Supply Chain teams
• Identify, assess, and mitigate readiness risks throughout the product development lifecycle,
• escalating issues and driving timely decisions with executive teams
• Drive mail-in channel strategy using cost and performance metrics across lines of business,
• partnering with AppleCare Finance to validate cost-per-repair benchmarks and identify material cost reduction opportunities
• Develop scalable frameworks, documentation, and processes