Manager, WW Ops BPR - Retail Fulfillment Operations (Trade-In, Affordability, & Payments)

Apple•Sunnyvale, CA

33d

About The Position

The Worldwide Business Process Re-engineering (BPR) team is seeking an experienced people leader to manage a team of individual contributors leading a portfolio with direct impact on Apple's Retail Fulfillment Operations and customer experience. This role sits within the RFO portfolio and focuses specifically on Apple's Trade-In, Affordability, and Payments programs across Online and Retail Stores worldwide. The Manager will own the end-to-end portfolio functional and technical — from partnering on strategy development, roadmap planning through execution and successful adoption of new solutions. This leader will partner with RFO Business, Retail, Commercial & Procurement, Logistics, AppleCare, and IS&T to deliver scalable, best-in-class experiences, and will coach and empower a team of solution engineers and program managers to execute the long-term vision for the Trade-In, Affordability, and Payments platform while embodying the values of WW Operations BPR. This is a portfolio and program management leadership role at the intersection of innovation and operational delivery. The Manager is responsible for driving program innovation across three interconnected domains — Trade-In, Affordability, and Payments — shaping the long-term roadmap, and ensuring end-to-end delivery of solutions that are adopted successfully across Online and Retail stores worldwide. Success in this role requires domain knowledge of reverse supply chain operations, market knowledge of affordability programs (including financing, installment plans, and carrier affordability options), and payment platforms as they intersect with supply chain and product shipments. The RFO portfolio this role oversees spans Trade-In program innovation and market expansion, device grading and diagnostics, reverse logistics optimization, affordability program development and expansion, and payment platform delivery and operations. This role works closely with Retail Online and physical store teams, Logistics, Commercial & Procurement, Apple Payment Services Group, Apple Services, and AppleCare.

Requirements

Bachelor's degree required; (Industrial Engineering, Operations Research, or Technology, or related field)
8+ years of progressive experience in program management, retail operations, supply chain, or fulfillment
A minimum of 3 years managing people
Familiarity with Trade-In, buyback, reverse logistics, or related fulfillment programs — with an understanding of key operational touchpoints such as device grading, credit issuance, or downstream disposition
Proven ability to lead complex cross-functional programs from concept through delivery in a global environment
Strong understanding of eCommerce fulfillment, logistics operations, and supporting systems
Demonstrated ability to attract, develop, and retain high-performing talent
Excellent communication and presentation skills, with the ability to adapt style across audience levels
Ability to synthesize complex technical discussions into clear business narratives
Strong problem-solving instincts — able to structure ambiguous challenges and drive to resolution under tight timelines

Nice To Haves

Direct experience owning Trade-In, device buyback, refurbishment, or circular economy programs end-to-end
Experience with consumer financing, installment plans, or carrier affordability programs in a retail or eCommerce context
Experience working with payments partners; knowledge of authorization, capture, fraud/risk frameworks, or payment method expansion
Familiarity with Apple Retail programs including Trade-In, Ship to Home, APU, and IDL
Knowledge of SAP or equivalent ERP systems
Experience in consumer electronics, high-tech, or retail industries
MBA or advanced degree preferred

Responsibilities

Manage a team of individual contributors leading a portfolio with direct impact on Apple's Retail Fulfillment Operations and customer experience.
Own the end-to-end portfolio functional and technical — from partnering on strategy development, roadmap planning through execution and successful adoption of new solutions.
Partner with RFO Business, Retail, Commercial & Procurement, Logistics, AppleCare, and IS&T to deliver scalable, best-in-class experiences.
Coach and empower a team of solution engineers and program managers to execute the long-term vision for the Trade-In, Affordability, and Payments platform.
Drive program innovation across Trade-In, Affordability, and Payments.
Shape the long-term roadmap for these programs.
Ensure end-to-end delivery of solutions adopted across Online and Retail stores worldwide.
Oversee Trade-In program innovation and market expansion.
Oversee device grading and diagnostics.
Oversee reverse logistics optimization.
Oversee affordability program development and expansion.
Oversee payment platform delivery and operations.