AppleCare Service Channel Readiness Program Manager

Summary

At Apple, we believe the experience of owning our products shouldn't end at the point of sale. It should extend through every interaction a customer has with us, including the moment something goes wrong. AppleCare Channel Readiness sits at that critical intersection, delivering the product and program readiness that empowers Apple Retail and Apple Authorized Service Providers around the world to service our products with precision and care. As a Channel Readiness Program Manager, you'll shape how Apple supports every new product we launch: defining the customer experience and leading the technician workflow that brings it to life. You'll partner across AppleCare Readiness Engineering, Diagnostics Engineering, AppleCare Engineering, Retail Service Operations, Field Service management, and more to develop and deploy world-class service solutions. If you're energized by the space where technology meets customer experience, and by work that reaches millions of customers through thousands of service touchpoints, we'd love to hear from you.

Description

You will lead service readiness programs on behalf of Apple's Service Channels, ensuring that technicians and service partners are fully prepared to support Apple products from day one of availability. You will independently manage the full lifecycle of multiple concurrent programs, including New Product Introductions, Repair Extension Programs, Field Response and Quality Initiatives, and new repair strategies. This role requires close partnership with engineering, channel partners, communications, and retail organizations, and the judgment to move confidently through ambiguity while keeping cross-functional stakeholders aligned.
You'll also partner with teams who investigate emerging service issues, collaborate on the development of action plans to identify and correct root causes, and flex your approach between independent execution and large-scale cross-functional collaboration depending on what each program demands. Occasional travel may be required.

Responsibilities

Serve as the Channel Readiness lead for New Product Introductions, Repair Extension Programs, Field Response and Quality Initiatives, and new repair strategies.
Independently develop and manage all aspects of assigned programs, including scope, timelines, and deliverables.
Drive communication and organizational alignment across cross-functional stakeholder groups.
Own risk management for assigned programs, identifying, escalating, and resolving issues before they impact channel readiness.
Define and measure program success, using data to evaluate outcomes and inform decisions.
Partner closely with AppleCare Engineering, Channel Management, Channel Communications, Field Service management, and Apple Retail teams to define program scope and deliverables.
Support multiple concurrent programs, adapting between independent work and large cross-functional team environments as project needs dictate.

Minimum Qualifications

Bachelor's degree with 3 to 5 years of relevant experience, or MA/MS/MBA with 1 to 3 years of post-degree experience.
Background organizing and managing cross-functional projects.
History of communicating across all levels of an organization, with both technical and customer-facing audiences.
Proficiency using data to drive decision making and solve analytical problems.
Track record of working independently in fast-paced environments and managing projects through ambiguity.

Preferred Qualifications

Background managing channels, retail stores, or external partners.
Track record in program management or technical project management.
History of retail management or business process design.
Familiarity with account management, service, repair, or after-sales support operations.
Knowledge of New Product Introductions or product launch readiness.
Results orientation, including a willingness to take on any task required to meet the goal.
Passion for the intersection of technology and customer experience.

Pay & Benefits — Sunnyvale, California, United States

At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $114,900 and $211,400, and your base pay will depend on your skills, qualifications, experience, and location.

Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan. You’ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits

Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.

Application Deadline

Apple accepts applications to this posting on an ongoing basis.