AppleCare Service Channel Readiness Program Manager

Apple • Sunnyvale, CA

1d

About The Position

At Apple, we believe the experience of owning our products shouldn't end at the point of sale. It should extend through every interaction a customer has with us, including the moment something goes wrong. AppleCare Channel Readiness sits at that critical intersection, delivering the product and program readiness that empowers Apple Retail and Apple Authorized Service Providers around the world to service our products with precision and care. As a Channel Readiness Program Manager, you'll shape how Apple supports every new product we launch: defining the customer experience and leading the technician workflow that brings it to life. You'll partner across AppleCare Readiness Engineering, Diagnostics Engineering, AppleCare Engineering, Retail Service Operations, Field Service management, and more to develop and deploy world-class service solutions. If you're energized by the space where technology meets customer experience, and by work that reaches millions of customers through thousands of service touchpoints, we'd love to hear from you.

Requirements

• Bachelor's degree with 3 to 5 years of relevant experience, or MA/MS/MBA with 1 to 3 years of post-degree experience.
• Background organizing and managing cross-functional projects.
• History of communicating across all levels of an organization, with both technical and customer-facing audiences.
• Proficiency using data to drive decision making and solve analytical problems.
• Track record of working independently in fast-paced environments and managing projects through ambiguity.

Nice To Haves

• Background managing channels, retail stores, or external partners.
• Track record in program management or technical project management.
• History of retail management or business process design.
• Familiarity with account management, service, repair, or after-sales support operations.
• Knowledge of New Product Introductions or product launch readiness.
• Results orientation, including a willingness to take on any task required to meet the goal.
• Passion for the intersection of technology and customer experience.

Responsibilities

• Lead service readiness programs on behalf of Apple's Service Channels, ensuring that technicians and service partners are fully prepared to support Apple products from day one of availability.
• Independently manage the full lifecycle of multiple concurrent programs, including New Product Introductions, Repair Extension Programs, Field Response and Quality Initiatives, and new repair strategies.
• Partner with engineering, channel partners, communications, and retail organizations.
• Move confidently through ambiguity while keeping cross-functional stakeholders aligned.
• Partner with teams who investigate emerging service issues, collaborate on the development of action plans to identify and correct root causes.
• Flex approach between independent execution and large-scale cross-functional collaboration depending on what each program demands.

What This Job Offers

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