Program Manager - Service Operations

Singapore, Singapore, Singapore
Operations and Supply Chain


Posted: 7 Nov 2018
Weekly Hours: 40
Role Number: 114177382
Genius Bar Operations PM is responsible for working collaboratively within Apple Retail and AppleCare to define, design and deliver Retail programs to support the Genius Bar. This person will join a passionate team that works tirelessly to elevate Genius Bar experiences for our teams, our customers, and Apple.

Key Qualifications

  • 5+ years of operations project management experience
  • An in-depth understanding of Apple Retail’s service strategy and operations
  • A dynamic, intelligent and passionate individual with a positive attitude
  • Excellent verbal and written communication skills
  • Proactive approach to problem solving
  • Able to develop strong relationships quickly. A trusted partner that others enjoy working with
  • A self-starter who possesses exceptional time management skills
  • Strong data analysis skills with the ability to transition analysis into actionable projects
  • Innovative individual who is always looking for ways to push the business forward
  • Proven track record of providing a high level of support to internal and external customers
  • Able to manage multiple projects concurrently in a fast-paced and results-driven environment
  • Ability to juggle competing priorities and shift focus to support changing needs of the business
  • Knowledge of Mac OS, iOS, productivity applications, and project planning tools


Lead various Retail programs from concept through implementation. This may include: supporting new product introductions, product quality programs, early field failure analysis (EFFA), store Repair Room initiatives, etc. Drive and influence operational strategy across RPAC retail locations Lead various strategic projects in collaboration with cross-functional teams Analyse current processes and procedures to continually seek new efficiencies Work collaboratively with AppleCare leadership to deliver agreed service strategies Work with Analytics and Reporting teams to ensure data is available, accurate and fit for purpose to identify trends in key operational metrics that result in actions to improve the business Deliver feedback to Field (Market Director, Field Leaders, Market Leaders) on trends and outliers Partner with the Field (Market Director, Field Leaders, Market Leaders) to plan next steps and actions to improve key focus areas Provide comprehensive updates to Retail/AppleCare Leadership on trends, actions and outcomes Store visits to gather insights and drive actions Engage Training team to design training to support strategy Partner with pilot stores to gather feedback and ensure issues are resolved ASAP Other responsibilities as assigned

Education & Experience

Additional Requirements