Program Manager, Repair Center Systems

    • Cupertino, CA


Posted: Mar 23, 2020

Weekly Hours: 40

Role Number: 200158974

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. 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. You will lead sustaining activities along with multiple projects and UAT support with varying degrees of complexity across many groups within AppleCare. In this global role, you will drive the systems strategy across business units and product lines, leading our supply chain to meet world-class 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. If you are passionate about delivering solutions in a complex and technical environment, we hope you will consider joining our Apple GRC team.

Key Qualifications

  • 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
  • Minimum 5+ years of direct, relevant 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)
  • Must have a passion for process re-engineering - driving predictability while enabling innovation
  • Experience with structured meeting management practices
  • Ability to approach improvement opportunities with flexibility and willingness to seek multiple solutions
  • Working knowledge of Apple tools CRM tools, GSX, SAP, GCRM etc, is a plus
  • PMI / PMP certification preferred


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 gather & 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 complex 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 manage 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 Ability to see around the corner and mitigate risk Ability to travel as needed

Education & Experience

Bachelor's degree, MA/MS/MBA a plus. PMI / PMP certification preferred

Additional Requirements

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