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

Global Repair Center Performance Program Manager

Job Number: 53551456

Santa Clara Valley, California, United States

Posted: Mar. 10, 2017

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.

The Global Repair Center Performance Program Manager will be responsible for developing, deploying and managing performance metrics across all 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 the Apple’s repair center operations and will be supporting mail-in service operations globally. You will have experience working with peers, executive management and 3rd party vendors. You will oversee the development and implementation of performance metrics as it pertains to the customer experience as well as vendors’ performance. 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

  • 5-7 years of industry work experience, managing Repair Operations, New Products, Supply Chain Management (Service/Operations), Customer Support, Development or Service/Operations Engineering.

  • Excellent analytical and critical-thinking skills

  • Exceptional passion for the customer experience

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

  • Ability to report and present metrics 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 Tableau, SQL is a plus*


  • Overall responsibility of performance metrics management in mail-in repair service business.

  • Review regular performance dashboards, identify and understand variances, and participate in corrective action plans.

  • Collaborate with our Business Intelligence and Systems team to collect quality, timely data to measure and drive operational performance.

  • Collaborate with Engineering team, Channels team and respective business owners in defining specs for the creation, development, validation and implementation of new metrics and reports.

  • Produce, understand and review for accuracy, organization-wide operations analysis and reports. Identify concerning trends. Participate in the development and implementation of corrective action plans.

  • Support Operations team through custom and ad hoc analysis and reporting.

  • Analyze and report on measurement results.

  • Provides ongoing oversight and support to ensure that performance measures are being used to effectively manage operations, identify and manage risks, and effect operational change.

  • Understand fully the impact of operational changes, and demonstrate strong problem-solving skills on behalf of regional teams, partners and the leadership team.


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

Additional Requirements