AppleCare Mail-In Readiness Program Manager

About this role

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.

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