Americas Logistics- Delivery Exception Manager

Apple•Austin, TX

About The Position

The Americas Logistics Delivery Exception Manager leads Apple’s Americas Delivery Exception Management (DEM) team, which investigates delivery exceptions, loss, and damage; recovers value through carrier claims; and prevents recurring defects across the logistics network. The role owns team results, budget, methods, and staffing, and establishes operating objectives, performance standards, review cadence, policies, and a DEM scorecard. It shifts the function from reactive case resolution toward upstream defect prevention by driving root causes to closure and embedding corrective actions in processes, policies, and training. The manager leads carrier performance management and partners with Product Security on high-value shipment risks and freight security. They also sponsor the business-side requirements and adoption of a next-generation exception management platform and automation roadmap, connecting data across order, shipment, carrier, claims, and service systems. The position serves as DEM’s point of contact for internal functions and external carrier partners, presents performance and recommended actions to senior management and executives, and coordinates readiness for peak events such as New Product Introductions and Order By Deliver By. The manager hires, develops, and coaches analysts, building cross-training, succession depth, and workstream leadership. Within 6 to 12 months, success includes a consistent review cadence with clear ownership and documented root-cause closure; measurable improvement in loss exposure, claims recovery, and repeat defects; an upstream fix for at least one recurring failure mode; on-plan delivery of the next-generation platform with automation returning analyst time to prevention work; and a cross-trained Americas team with documented SOPs and development plans for every team member.

Requirements

Bachelor’s degree in Supply Chain, Engineering, Business, Finance, Economics, or a related field.
10 or more years of experience in Transportation, Supply Chain, Logistics, or Operations.
5 or more years of people leadership experience.
Proven experience leading logistics or supply chain operations teams; ideally in delivery exception management, carrier claims, loss prevention, or freight security.
Track record of setting objectives, managing budgets and staffing, and running multi-site or multi-carrier programs with clear cadence and governance.
Deep end-to-end knowledge of inbound, outbound, forward, and reverse logistics, and of how carrier, claims, and service processes connect.
Strong data judgment, including using analytics to identify root causes and quantify financial exposure, and comfort reviewing technical queries and BI dashboards.
Executive-level communication skills and ability to influence senior leaders, carriers, and partners in sensitive situations while preserving relationships.

Nice To Haves

MBA or advanced degree.
Experience leading automation, agentic workflows, or systems integration projects with IT, from requirements through adoption.
Lean Six Sigma or equivalent continuous improvement experience.
Background supporting Reseller, Retail, and Online channels across a multi-DC footprint.
Familiarity with inventory control or reconciliation.

Responsibilities

Lead the Americas DEM team and own results for exception management, carrier claims and recovery, and loss investigations, including budget, methods, and staffing.
Set operating objectives, performance standards, and a tiered review cadence for exceptions, claims, and loss, with clear owners and success criteria.
Develop and implement exception, claims, and credit policies affecting DEM and the wider Apple logistics network.
Define and publish the DEM scorecard, including exception rate, loss and credit exposure, claims recovery, claim cycle time, and repeat defects.
Shift the team from reactive case resolution to upstream defect prevention, driving root causes to closure and building fixes into process, policy, and training.
Lead carrier performance management, including quarterly business reviews, recovery targets, and joint data visibility.
Partner with Product Security on high-value shipment risk, theft and loss trends, carrier vetting, and freight security controls.
Sponsor the next-generation exception management platform and automation roadmap from the business side; own requirements, connect relevant data across systems, and drive adoption across sites and carriers.
Serve as DEM’s point of contact for Logistics Operations, Finance, AppleCare, Reseller, Retail, and carrier partners.
Present performance to senior management and executives as clear decisions and actions.
Lead DEM readiness for peak events such as New Product Introductions and Order By Deliver By, and partner with Inventory Control on shared root causes and cross-coverage.
Hire, develop, and coach analysts; build bench strength through cross-training and rotation and develop senior analysts to lead workstreams.