Operations Engineering Program Manager - Applecare

Program Manager

Imagine what you could do here. At Apple, great ideas have a way of becoming great products, services, and customer experiences very quickly. Bring passion and dedication to your job, and there is no telling what you could accomplish. Apple is seeking an experienced Program Manager to support AppleCare's Quality, Operations, and Engineering (ACQOE) service channel globally, with a focus on capacity planning, operations management, and PMO activities. This position will be part of the global PMO office supporting all mail in service. The ideal candidate has a demonstrated track record of managing multiple projects of varying complexity across both technical and business domains, working with cross functional teams. The role requires excellent planning and operational execution skills, along with sustained high performance as measured by key performance indicators. Successful candidates are equally capable of supporting both tactical and strategic initiatives, with a strong focus on driving a world class customer experience while providing clear and effective status updates to peers, executive leadership, and third party partners.

The ACQOE Program Manager will be responsible for executing complex projects across Service Operations, Engineering, and Quality. This role will serve as the lead Program Manager and will frequently present project updates to senior executives. The Program Manager will act as the architect of ACQOE PMO processes and will work with established tools and frameworks to prepare and present ACQOE PMO updates. The role requires familiarity with procurement processes, including creating and managing purchase requisitions to support business needs. This Program Manager will be a champion of cost savings and cost avoidance, acting as the lead PM to track ACQOE spend, identify optimization opportunities, and drive initiatives to minimize overall costs.

Minimum Qualifications:

• 5+ years experience in a program management in service business
• Advanced level familiarity with reporting tools (Tableau, Wrike, SQL and RAPID BI)
• 2+ years operational capacity planning and operations management experience
• 2+ years of managing PMO for a large organization
• Proficiency in data analytics
• Proven track record of successfully supporting service operation with both technical and business responsibilities
• Strong analytical data driven capabilities and purchasing skills
• Excellent verbal and written communication skills
• Demonstrated cross functional leadership

Preferred Qualifications:

• MBA or Masters with a specialization in Supply Chain
• Degree in Engineering or Physics
• Proficiency in working with Snowflake
• Ability to code in Python
• Project management certification such as PMP, PRINCE2, or Certified Scrum Master
• Certification in Data Science or LLM

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.