Program Manager, AppleCare Logistics

Austin, TX
  • Job Code


Posted: Oct 22, 2019

Weekly Hours: 40

Role Number: 200113941

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. The people here at Apple don't just create products - they create the kind of wonder that's revolutionized entire industries. It's the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts.

The AppleCare Logistics team is a highly motivated, fast paced, dynamic organization that is responsible for Apple's reverse logistics service operation in the Americas region. The team manages a number of Distribution Centers and 3PL (third party logistics) partners in multiple countries in the AMR region and delivers industry-leading service to our customers.

We are seeking a Program Manager for AppleCare Logistics who will work alongside internal and external partners to help ensure the success of the new AppleCare B2B Program. This program is a new, revenue generating, strategic initiative within AppleCare. The Logistics Program Manager will be responsible for operationalizing the fulfillment of the orders for key accounts

Key Qualifications

  • Experience in Program and/or Project Management, Operations, Reseller Operations, Supply Chain, Service Operations and Screening and Repair Services
  • Minimum 5+ years of successful customer and channel management experience preferably working in technology, and/or logistics space
  • Deep understanding of channel partner business in direct to consumer, return services and retail
  • Reverse Supply Chain Experience supporting carriers, resellers and Authorized Services providers is a plus
  • - Proven ability to operate autonomously across multiple teams in a cross-functional organization
  • - Razor-sharp analytical skills, should have the ability to evaluate, analyze and transform ideas and requests into actionable information and deliverables
  • - Solution oriented with a practical and proactive approach to problem solving
  • - Superb communication skills, positive outlook, and customer centric attitude

- Act as liaison between AppleCare Logistics, other teams within AppleCare (e.g. CSS, Field Services, GSSC) and AppleCare external business partners to facilitate both capital and non-capital process changes, system improvements, and other major projects
- Gather requirements for new requests and work together with the business and external partners to define deliverables including SLA's, timelines, implementation plans, level of effort and resources required.
- Define, build, and track key performance indicators for B2B program.
- Work closely with the business to provide SME support assessment and documentation of current and future processes with a view to standardization and efficiency
- Partner with AppleCare finance to ensure operational changes are understood and resourced appropriately
- Create & deliver effective presentations to executives and business team
- Continually learn the specific AppleCare Logistics processes to develop SME knowledge and be in position to provide the highest level of support to customers and partners who seek to change/enhance process in the organization
- Occasional travel to Apple sites (internal offices and 3PL warehouses) and partner facilities.

This role and will suit a dynamic, energetic individual, who can demonstrate expertise and skills in the following areas:
- Excellent communication and people management skills, a positive and professional "Customer focused" attitude
- Proven ability to learn complex system, process information, and communicate it back in simply and clearly for an executive audience
- Flexibility, adaptability and proven ability to work under pressure
- Develop strong cross-functional relationships with local operations as well as the extended AppleCare teams that are both customers and partners of the Service Center

Education & Experience

BS/BA degree required, MS/MBA preferred

Additional Requirements

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Program Manager, AppleCare Logistics

Apple, Inc.
Austin, TX

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