Service Systems Project Manager

Austin, Texas, United States
Operations and Supply Chain


Weekly Hours: 40
Role Number:200189060
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! In this role you will 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. This position provides key learning experiences from which an individual can move into different operational leadership roles at Apple.

Key Qualifications

  • Minimum of 8 to10 years of proven experience in operations roles; hands-on project implementation experience is a plus
  • Service supply chain or channel experience in forecasting, planning, inventory management, warehousing, and channel repair related processes would be considered an asset
  • Experience with service operations systems such as SAP/APO/Agile/GCRM/ and other channel repair systems is also an asset
  • Significant experience managing and leading service operations business projects; super user of project management tools
  • Workflow design/process mapping capability
  • Significant experience driving key supply chain & channel business projects.


Lead discrete projects related to operational strategy, planning and execution to 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 (e.g., warehouse management, finance, business process re-engineering, IS&T, business development among others). - Collaborate with internal partners within service operations to drive projects to successful completion. - Write business and systems requirement documents to support strategic initiatives and business enhancements - Analyze root cause of service operations issues to determine gaps and implement corrective actions - Deliver training for new systems and processes within AppleCare - Craft and deliver effective presentations to executives - Analyze and revamp daily operational processes to improve productivity - Manage projects from cradle to grave, providing cost-benefit and return on investment analyses, along with project status to the business STRATEGIC PROJECTS: - Identify scalability requirements for AppleCare’s Operations organization - Identify innovative ways to increase customer satisfaction - Help assess appropriate tools for AppleCare’s Materials & Channel organizations - Lead projects to assemble and update all process documentation for AppleCare materials and channels - Coordinate discussions that scope out systems requirements for the next 5 - 10 years in AppleCare

Education & Experience

Bachelor degree required; post-graduate degree a plus

Additional Requirements