Service Operations Systems Project Manager

Santa Clara Valley (Cupertino), California, United States
Operations and Supply Chain


Posted: Dec 21, 2018
Weekly Hours: 40
Role Number: 200023180
Imagine what you could do here. At Apple, great new ideas have a way of becoming phenomenal products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. We are strengthening our team and we are seeking a dynamic Project Manager. We feature a dynamic environment with creative, smart people and groundbreaking technologies. Join us and make a difference. In this exciting role, you will be able to independently lead multiple complex Service Systems Operations projects that may span systems, geographies and functions within AppleCare. The scope of the role will encapsulate all disciplines related to Supply Chain and/or Service Channel systems.

Key Qualifications

  • Proven experience contributing in operations roles for a minimum of 8 -10 years; hands-on project implementation experience a plus
  • Service supply chain or channel experience in forecasting, planning, inventory management, warehousing, or channel repair related processes
  • Experience with Service Operations Systems such as SAP/APO/Agile/GCRM/ and other Channel Repair systems
  • Proven record managing and leading Service Operations business projects
  • Super user of project management tools
  • Workflow design/process mapping capability
  • Strong leadership capabilities
  • Ability to travel up to 25%


Lead discrete projects related to operational strategy, planning and execution that will support AppleCare Operations to execute best in class Supply Chain and Channel Repair models Act as liaison to other organizations within Apple to facilitate major process or systems improvements (i.e., warehouse management, Finance, Business Process Re-engineering, IS&T, Business Development etc.) Partner with internal partners within Service Operations to drive projects to successful completion Write business requirements documents supporting strategic initiatives Analyze root cause Service Operations issues to determine gaps and put in place corrective actions Perform training for new systems and processes within AppleCare Write business/systems requirements for systems & business improvements Create & deliver effective presentations to executives Analyze and revamp daily operational processes to improve productivity Collaborate with the internal process management team to ensure appropriate synchronization of efforts with business team Lead projects from cradle to grave, providing cost-benefit analyses and return on investment analyses, along with project status to the business STRATEGIC PROJECTS: Figure out scalability requirements for AppleCare Operations Figure out innovative ways to increase customer satisfaction Help assess appropriate tools for AppleCare’s Materials & Channel organizations Manage projects to craft and update all process documentation for AppleCare Materials & Channels Coordinate discussions that scope out systems requirements for the next 5-10 years in AppleCare

Education & Experience

4 year degree - Post-graduate degree a plus

Additional Requirements