Program Manager, AppleCare Repair Center Systems

Cupertino, CA 95014
  • Job Code


Posted: Mar 15, 2021

Weekly Hours: 40

Role Number:200199965

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, an...Summary


Posted: Mar 15, 2021

Weekly Hours: 40

Role Number:200199965

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 craft products - they build 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. Join Apple, and help us leave the world better than we found it.

Apple is seeking a Systems Program Manager within the Global Repair center (GRC) team to support complex, enterprise initiatives and support AppleCare's global mail-in service channel to join us on campus in Cupertino, CA. As part of the Systems team, you'll help bring products to life through innovative supply chain and strategic solutions.

This is an outstanding opportunity to collaborate closely with Apple's technology groups and manufacturing partners to create efficiencies throughout the product life cycle. As a program manager for mail-in-service, you will lead sustaining activities along with multiple projects and UAT support with varying degrees of complexity working closely with many groups in AppleCare.

In this global role, you will drive the systems strategy across business units and product lines, leading our supply chain to meet extraordinary performance criteria and equipping Apple with what we need for our unique products and services to exist. You will support both tactical and critical initiatives while driving extraordinary customer experience and providing system readiness status to executive management and 3rd party relationships. You'll be responsible for implementing strategies, tools and processes that enable the mail-in business to grow, and drive innovation while improving customer experience. These solutions are typically new technical capabilities and/or the transformation of business processes to support a constantly evolving supply chain.

You are someone who is flexible and can respond quickly, energetically, and enthusiastically to changes. The environment is fast paced, requiring the ability to work autonomously lead aggressive delivery schedules. You should have strong problem solving and negotiation skills as well as a passion for improving on systems and tools. The right mix of technical, organizational, and communication skills is the key to success. Attention to detail and a shown ability to prioritize are critical.

If you are passionate about delivering solutions in a sophisticated and technical environment, we hope you will consider joining our Apple GRC team.

Key Qualifications

  • Must have a passion for process re-engineering - driving predictability while enabling innovation
  • 8+ years of relevant professional experience
  • Ability to drive execution by pulling information together, bringing visibility to multi-functional partners and executive management, highlighting risks and establishing a call for action
  • Establish program management structure, issue, status reporting process, protocols
  • At least 2+ years of direct, confirmed experience leading program teams in a matrixed environment along with project management experience in a software or technology field
  • Strong experience with Business Heads Up/Business Requirements Documentation - BRD/PDD
  • Ability to lead, take action and provide goal-oriented direction in the face of ambiguity
  • Strong analytical capability and problem solving skills with attention to detail
  • Experience with User Acceptance Testing (UAT)
  • Experience with structured meeting management practices
  • Ability to approach improvement opportunities with flexibility and willingness to seek multiple solution
  • Drive and maintain senior leadership engagement and alignment, facilitating and supporting key decisions. Implement standard methodologies across vendors
  • Working understanding of CRM tools, GSX, SAP, GCRM etc, is a plus
  • PMI / PMP certification is a plus
  • SAP knowledge is a plus


We are looking for an individual with a proven track record delivering projects with complexity at scale while meeting business objectives. Someone self-motived, who can grasp technical concepts quickly and adapt to change, while also being an effective liaison between business groups You will have to manage risk, expectations, and system outcomes throughout the whole project lifecycle. This is a complex and fast-paced, cohesive team with aggressive goals and tremendous drive.

This is a global role that supports sustaining as well as future system enhancement needs where projects may be Apple internal initiatives or projects that require ongoing interactions with external repair vendors. This person would assemble & document business requirements and/or PDD (partner design document) for Readiness activities, and enhancement needs, successfully communicate systems needs to Business Process Reengineering (BPR) & IS&T teams, Product Ops, Vendor IT teams, analyze baseline and post go-live measurements. This position requires an organized self-starter who is able to work independently and among teams in a highly sophisticated and fast changing environment. They must be comfortable taking a leadership role to drive tactical and strategic changes, be able to inspire, mobilize and lead systems projects with a focus on common deliverables, goals and timelines.

Responsibilities include:
- Successfully lead multiple concurrent large scale systems-oriented projects.
- Liaise with internal business partners, external vendors, IS&T and BPR teams to support system related issues that appear in production.
- Identify business process opportunities to drive improvements in our mail in repair systems space.
- Socialize and lead system related changes with external mail in repair vendors (logic changes, API requirements, reporting).
- Develop short term and long term system roadmaps and project plans.
- Track system related issues and seek out root cause and corrective action plans.
- Engage with IS&T partners to clarify design and requirements for enhancement requests.
- Develop and review user acceptance test scripts, execute scripts, validate post go live success.
- Effectively communicate across multiple levels of the organization.
- Perform third party partner systems audits.
- Ability to deal with ambiguity and be comfortable working in a dynamic environment, partnering with teams to move through the unknown.
- Flexibility when handling directional changes.

Education & Experience

Major in Computer Science, Computer Engineering, Business or demonstrated comparable work experience

Additional Requirements

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Program Manager, AppleCare Repair Center Systems

Apple, Inc.
Cupertino, CA 95014

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