Senior Manager, Global AppleCare Products AI Strategy & Operations

Apple•Sunnyvale, CA

About The Position

Apple is seeking an experienced and strategic Senior Manager to lead the Global AppleCare Products AI Strategy & Operations team. This leadership role is responsible for shaping and executing the strategic vision for integrating AI capabilities into AppleCare's insurance and service plan product portfolio, driving operational innovation, and leveraging data-driven insights to optimize product performance, claims outcomes, and customer experience. The ideal candidate brings deep expertise in insurance product management, warranty or service plan operations, and a strong understanding of how AI and automation can transform insurance-related functions including underwriting, claims, fraud detection, and customer support. This role partners closely with senior technical individual contributors who own AI/ML execution, while the Senior Manager provides the insurance domain authority, strategic direction, and cross-functional leadership needed to ensure AI initiatives deliver meaningful business and customer outcomes.

Requirements

Bachelor's degree required
Minimum of 8-12 years of experience in insurance product management, warranty operations, service plan administration, or a closely related insurance industry role, with demonstrated exposure to AI, automation, or data-driven transformation initiatives.
Deep functional knowledge of insurance operations, including claims management, underwriting, fraud prevention, risk management, and compliance across one or more lines of business.
Proven track record of building and managing high-performing, cross-functional teams, including senior technical contributors.
Working knowledge of AI/ML concepts sufficient to partner effectively with technical teams, evaluate solution approaches, and communicate progress and outcomes to non-technical stakeholders.
Strong analytical skills with the ability to use operational and financial data to drive strategic decision-making.
Excellent communication, presentation, and interpersonal skills, with the ability to tailor messaging for both technical and business audiences.
Proven ability to influence and collaborate effectively with cross-functional teams in a large, matrixed organization.
Strong understanding of insurance financial principles, including loss ratios, reserving concepts, and program-level P&L management.
A passion for Apple products and a commitment to delivering exceptional customer experiences.

Nice To Haves

Master's degree in Insurance, Risk Management, Business Administration, Finance, or a related field is a plus.
Experience in consumer electronics warranty, device protection, or extended service plans is highly desirable.
Familiarity with insurance regulatory environments and compliance requirements across global markets is a strong plus.

Responsibilities

Partner with senior leadership to develop and implement a comprehensive global AI-enabled strategy for AppleCare's insurance and service plan products, aligned with Apple's overall business objectives and the evolving needs of the AppleCare portfolio.
Develop and maintain a multi-year strategic roadmap for AI-powered capabilities across AppleCare's insurance operations.
Identify and translate emerging trends in the insurance and warranty industry, including regulatory shifts, competitive dynamics, and evolving customer expectations, into actionable AI-enabled opportunities for the team.
Champion the development of innovative AI-powered features and insurance operations workflows.
Apply deep insurance domain expertise to define the business problems, use cases, and success metrics that guide AI/ML development priorities for AppleCare's product and operational environments.
Oversee and guide the work of senior technical ICs and insurance program managers translating insurance functional requirements into AI-powered solutions, ensuring technical outputs align with real-world insurance operational needs and regulatory expectations.
Drive AI-enabled improvements across core insurance functions.
Maintain sufficient working knowledge of AI/ML methodologies to evaluate proposed approaches, facilitate prioritization, and communicate outcomes to both technical and business stakeholders.
Oversee the development and execution of AI strategy and business objectives to support AppleCare's insurance and service plan products globally.
Drive innovation across AppleCare's insurance product suite by identifying and championing AI-powered capabilities that improve operational efficiency, customer outcomes, and financial performance.
Partner with Product Marketing to conduct market research and competitive analysis across the warranty and consumer device insurance space to identify opportunities for differentiation and growth.
Collaborate with Product Marketing, Engineering, Finance, and Actuarial teams to bring new AI-powered insurance capabilities to market in a compliant and scalable way.
Build, lead, and mentor a high-performing team spanning insurance operations, product strategy, and AI program management, fostering a culture of collaboration, innovation, continuous learning, and data-driven decision-making.
Create an environment where senior technical ICs have the clear insurance domain context, business requirements, and stakeholder access needed to deliver high-quality AI solutions.
Provide clear direction, set challenging goals, and empower team members to achieve their full potential.
Identify and develop future leaders within the organization.
Collaborate closely with Apple teams including Product Marketing, Engineering, Finance, Legal, Compliance, Actuarial, and Customer Support to ensure alignment and effective execution of AppleCare's AI-enabled insurance strategy.
Serve as the primary insurance domain authority in cross-functional forums, ensuring that AI initiatives are grounded in sound insurance principles, compliant with applicable regulations, and operationally viable across global markets.
Communicate clearly and effectively with senior leadership and key stakeholders on program performance, insurance operational outcomes, and the strategic roadmap.