Global Mail-In Readiness Lead for NPI & Service

Apple, Inc.; Sunnyvale (CA); On-site; USD 134,000 - 246,000; Full time

Benefits offered by this job

Comprehensive medical and dental cover

Retirement benefits

Discounted products and free services

Education reimbursement (tuition)

Discretionary bonuses or relocation

Job summary

Apple in Sunnyvale, CA is seeking a Mail-in Readiness Program Manager to lead end-to-end NPI readiness for AppleCare’s mail-in service network. You will partner with HW Readiness Engineering, Finance, DC/ROR Operations, and Supply Chain to ensure on-time launches and scalable service solutions across Mac, iPhone, iPad, Watch, and AirPods globally.

You will translate complex requirements into actionable readiness programs, identify risks, and drive decisions with executive teams while guiding

Qualifications

• 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 environments
• 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; data-driven approach to decision making
• Record of presenting complex operational or business topics to senior leadership

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 that improve organizational effectiveness and consistency across the global repair network
• Champion continuous improvement initiatives that enhance the repair ecosystem for customers, technicians, and Apple
• Lead all program communications through the organization, raising key issues and options for resolution with executive teams

Education

Bachelor's degree in Engineering, Business, Operations, or equivalent experience

Job description

Apple in Sunnyvale, CA is seeking a Mail-in Readiness Program Manager to lead end-to-end NPI readiness for AppleCare’s mail-in service network. You will partner with HW Readiness Engineering, Finance, DC/ROR Operations, and Supply Chain to ensure on-time launches and scalable service solutions across Mac, iPhone, iPad, Watch, and AirPods globally.

You will translate complex requirements into actionable readiness programs, identify risks, and drive decisions with executive teams while guiding