Apple Global Repair Center NPI Program Manager in Santa Clara Valley, California

Global Repair Center NPI Program Manager

Job Number: 53551456

Santa Clara Valley, California, United States

Posted: Dec. 1, 2016

Weekly Hours: 40.00

Job Summary

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

Global Repair Center NPI Program Managers are responsible for developing, deploying and managing both the business and technical engineering aspects of new repairs centers. A successful Program Manager is a natural leader and facilitator; is driven, organized and detail oriented; excels in program/project management; communicates with ease at all levels; thrives in an ambiguous environment; is adept at facilitating actions and resolving conflicts; and manages through relationships and influence.

You will be part of creating the future of Apple’s repair center operations globally by implementing and proofing out new repair operations concepts and strategy. You will have experience driving both new strategic and tactical initiatives, and providing status to peers, executive management and 3rd party relationships. You posses excellent verbal and written communication skills and are able to effectively interact across multiple levels in the organization. The ability to both work independently and as part of a large cross functional team is essential. 

Key Qualifications

  • 10-15 years of industry work experience, managing Repair Operations, New Products, Supply Chain Management (Service/Operations), Customer Support, Development or Service/Operations Engineering.

  • Exceptional passion for the customer experience

  • Ability to manage competing priorities in a data-driven and results oriented manner

  • Ability to do cost/benefit analysis of competing expansion priorities by driving cross functional teams.

  • Ability to report and present new initiatives and status on projects in a clear and concise manner to all levels

  • Proven record of solving complex problems

  • High degree of flexibility supporting multiple projects of varying complexity and priority

  • Working knowledge of GSX, SAP, Agile and shop floor systems knowledge is a plus

  • Ability to travel domestically and internationally (20%)Description

Overall responsibility to identify strategic initiatives and help drive implementation of those opportunities in repair service business.

Assess new program proposals for vendor/process impact. Develops and presents compelling business cases to help prioritization of repair center expansion roadmap.

Ensure all aspects of new site set up and product introduction for Repair Centers support are delivered on a timely manner.

Develops and maintains the global blueprint that’s optimized repair operations models for Apple products.

Develop and maintain globally consistent documentation, review, audit, and tracking processes, to include site readiness checklist, equipment, headcount, process, quality, materials and compliance standards.

Uses Apple’s service channel and service supply chain knowledge to analyze competing options and implements solutions that improve quality and cost.

Partners with Corporate Procurement team to select assess and select new repair vendors and leverages opportunities within Operations.

Partners with Finance & Engineering to assess cost/benefit opportunities and performance issue and identify global process improvement opportunities.


BS or MS degree in engineering (industrial, or mechanical preferred) is required with MBA is preferred.

Additional Requirements