AppleCare Mail-In Readiness Program Manager

AppleCare is Apple's premier Service and Support organization, providing award-winning technical support and product service to our global customer base.

As a Mail-in Readiness Program Manager on the Mail-in NPI Readiness team within AppleCare Hardware Readiness, you will serve as a cross-functional leader responsible for shaping service readiness outcomes across new product introductions for Apple's global network of repair centers and distribution centers. You will partner closely with HW Readiness Engineering, AppleCare Finance, DC/ROR Operations, and Supply Chain teams to ensure Apple's mail-in service channels deliver an extraordinary customer experience at every product launch — across Mac, iPhone, iPad, Watch, and AirPods lines of business worldwide.

Description

As a Mail-in Readiness Program Manager on the Mail-in NPI Readiness team, you will lead end-to-end NPI execution and strategic initiatives that ensure best-in-class mail-in service is delivered to Apple's customers globally. You will take ownership of readiness planning and execution across multiple lines of business and geographies — driving launch readiness, monitoring post-NPI performance, and contributing to cost strategies that shape how Apple services its products at scale.

You will engage across a broad set of organizations to translate complex requirements into scalable service solutions, identify and mitigate readiness risks, and ensure successful implementation across AppleCare's service ecosystem. You will navigate ambiguity, build trust across organizations, and communicate with confidence at all levels — from site operations teams to senior AppleCare leadership.

You will thrive in a fast-paced, collaborative environment and bring a hands-on, proactive approach to program management — taking initiative, resolving conflict, and driving decisions to closure with urgency and precision.

Responsibilities

Lead end-to-end AppleCare mail-in service readiness planning and execution for new product introductions globally across all LOBs and geographies Drive mail-in site readiness activities in partnership with Engineering, Operations, Systems, Supply Chain, and vendor teams — ensuring zero-escalation, on-time launches Define and evolve service strategies including repair approaches, site capabilities, and post-NPI performance monitoring frameworks Communicate requirements and schedules to facilitate technical readiness with HW Readiness Engineering and Supply Chain teams Identify, assess, and mitigate readiness risks throughout the product development lifecycle, escalating issues and driving timely decisions with executive teams Drive mail-in channel strategy using cost and performance metrics across lines of business, partnering with AppleCare Finance to validate cost-per-repair benchmarks and identify material cost reduction opportunities Develop scalable frameworks, documentation, and processes that improve organizational effectiveness and consistency across the global repair network Champion continuous improvement initiatives that enhance the repair ecosystem for customers, technicians, and Apple Lead all program communications through the organization, raising key issues and options for resolution with executive teams

Minimum qualifications

Bachelor's degree in Engineering, Business, Operations, or equivalent experience 5+ years of experience leading complex cross-functional programs in operations, service, engineering, or program management environments Background influencing stakeholders across multiple organizations and leadership levels without direct authority Demonstrated execution managing multiple priorities and driving decisions to closure in fast-paced, ambiguous environments Strong analytical and problem-solving skills; data-driven approach to decision making Record of presenting complex operational or business topics to senior leadership

Preferred qualifications

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