AppleCare Mail-In Readiness Program Manager

Apple • Sunnyvale, CA

1d

About The Position

AppleCare is Apple’s premier Service and Support organization, providing technical support and product service to customers worldwide. The Mail-in Readiness Program Manager is part of the Mail-in NPI Readiness team within AppleCare Hardware Readiness and leads service readiness across new product introductions for Apple’s global repair-center and distribution-center network. The role partners with HW Readiness Engineering, AppleCare Finance, DC/ROR Operations, Supply Chain, and other teams to support mail-in service launches across Mac, iPhone, iPad, Watch, and AirPods.

The position owns readiness planning and execution across product lines and geographies, drives launch readiness, monitors post-NPI performance, and contributes to cost strategies for servicing products at scale. It translates complex requirements into scalable service solutions, identifies and mitigates readiness risks, and supports successful implementation throughout AppleCare’s service ecosystem. The role requires proactive program leadership, clear communication with stakeholders at all levels, and the ability to navigate ambiguity, resolve conflict, and drive decisions to closure.

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 environments.
• Experience influencing stakeholders across multiple organizations and leadership levels without direct authority.
• Demonstrated ability to manage multiple priorities and drive 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.

Nice To Haves

• Background in new product introduction (NPI), service readiness, service operations, or hardware program management.
• Experience with cost modeling, financial analysis, or mail-in channel cost strategy.
• Knowledge of mail-in repair ecosystems, supply chain coordination, or external vendor partner management.
• Track record of developing scalable operational frameworks and deploying them across global programs.
• Curiosity and enthusiasm for leveraging Gen AI tools to optimize workflows and drive operational efficiency.

Responsibilities

• Lead end-to-end AppleCare mail-in service readiness planning and execution for global new product introductions across lines of business and geographies.
• Drive mail-in site readiness with Engineering, Operations, Systems, Supply Chain, and vendor teams, supporting on-time launches and aiming for zero escalations.
• 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 issues and drive timely decisions with executive teams.
• Drive mail-in channel strategy using cost and performance metrics; partner with AppleCare Finance to validate cost-per-repair benchmarks and identify material cost-reduction opportunities.
• Develop scalable frameworks, documentation, and processes to improve effectiveness and consistency across the global repair network.
• Champion continuous-improvement initiatives that enhance the repair ecosystem for customers, technicians, and Apple.
• Lead program communications across the organization, raising key issues and resolution options with executive teams.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level