AppleCare Mail-In Readiness Program Manager

Apple • Sunnyvale, CA

7h

About The Position

AppleCare is Apple's premier Service and Support organization, providing technical support and product service to its global customer base. The Mail-in Readiness Program Manager works on the Mail-in NPI Readiness team within AppleCare Hardware Readiness, leading cross-functional service readiness outcomes for new product introductions across Apple's global network of repair centers and distribution centers. The role partners with HW Readiness Engineering, AppleCare Finance, DC/ROR Operations, and Supply Chain teams to ensure mail-in service channels deliver a strong customer experience at product launches across Mac, iPhone, iPad, Watch, and AirPods.

The role leads end-to-end NPI execution and strategic initiatives to deliver mail-in service globally. It owns readiness planning and execution across multiple product lines and geographies, drives launch readiness, monitors post-NPI performance, and contributes to cost strategies for servicing products at scale. The program manager translates complex requirements into scalable service solutions, identifies and mitigates readiness risks, and oversees implementation across AppleCare's service ecosystem. Success requires navigating ambiguity, building trust across organizations, communicating at all levels, taking initiative, resolving conflict, and driving decisions to closure with urgency and precision.

Requirements

• Bachelor's degree in Engineering, Business, Operations, or equivalent experience.
• At least 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 new product introduction execution and strategic initiatives for global mail-in service.
• Own readiness planning and execution across multiple lines of business and geographies.
• Drive launch readiness and monitor post-NPI performance.
• Contribute to cost strategies for servicing products at scale.
• Translate complex requirements into scalable service solutions.
• Identify and mitigate readiness risks and ensure successful implementation across AppleCare's service ecosystem.
• Partner with HW Readiness Engineering, AppleCare Finance, DC/ROR Operations, and Supply Chain teams.
• Communicate with stakeholders ranging from site operations teams to senior AppleCare leadership.
• Take initiative, resolve conflict, and drive decisions to closure.

What This Job Offers

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