AMR Equipment Operations Manager

Austin, Texas, United States
Support and Service


Weekly Hours: 40
Role Number:200179753
Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. The people here at Apple don’t just craft products - they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it. Apple's Global AppleCare Contact Center Operations team is looking for an experienced cross functional leader who is passionate about leading a team of Equipment Management Analysts that drive and lead the hardware needs across the Americas region. You will lead & develop a highly effective team of Analysts in asset management support in our fast-paced and high-growth environment. Through consistent partnership with cross functional peers, staff and global leadership, you will be providing innovative solutions and implementing asset management changes to sustain the organization for future growth. The AppleCare Operations team seeks to deliver extraordinary support for AppleCare contact center staff and outsourced vendors in support of Apple’s business goals.

Key Qualifications

  • Ability to work effectively with global teams and accommodate time differences
  • Monthly, quarterly and annual reporting of the inventory count, budget status and procurement forecast
  • Build and regulate reporting of department operating statements
  • Collaborate between business partners, Procurement, Legal, and Finance Services
  • Financial analysis, market studies and industry standard reporting (i.e. variance reporting, discounted cash flows, IRR's, etc.)
  • Assess current asset status, future needs, and goals
  • Establish internal standards, processes and best practices for working with partners and internal customers
  • Work to develop a master asset management plan for all devices
  • Assess and manage risks associated with current assets
  • Lead Forecasting, Demand/Supply Planning, Order Fulfillment, Logistics, Operations/Management, Supply Chain and Asset Lifecycle Management
  • Partner with hardware resellers for end of life assets and build a streamline recycling process and logistics
  • Isolate problem trends and ensure that troubleshooting efforts are completed for recurring problems until permanent solutions are found in-conjunction with AppleCare and IS&T support business partners
  • Work to improve returns and minimize losses on assets and investments
  • Experience managing cross functional or cross site groups
  • Knowledge of Contact Center Operations with the ability to explain metrics
  • Practical understanding of security processes and mobile device management
  • Execute solutions to both real-time and systemic issues
  • Ability to deal well with conflict
  • Comfortable with addressing differing levels of business partners
  • Experience balancing coaching and development with administrative tasks
  • Willingness to tackle new roles, assignments, and responsibilities as needed
  • Outstanding communication skills, both verbal and written
  • Seek out opportunities to enhance business performance in support of Apple’s objectives


We are seeking an AppleCare Equipment Operations Manager who will be responsible for providing daily supervision and development of the Americas region Equipment Operations organization. This individual will lead a group of IT Asset Management Analysts in support of the AMR region AppleCare population. As part of Worldwide AppleCare Operations, the efforts of this position are critical to the achievement of our customer service levels, security goals, and financial objectives. This individual should be strategically-minded with strong interpersonal skills and extensive experience managing physical assets through their entire life-cycle.

Education & Experience

Bachelors Degree or equivalent experience

Additional Requirements