Global Repair Operations Program Manager

Summary Posted: Nov 1, 2023 Weekly Hours: 40 Role Number: 200515587 Repair Centre Operations Manager (APAC) As part of the AppleCare SSCO - Global Repair Operations team, the Repair Center Operations Manager will manage third-party repair center(s) or mail-in operation site(s) across Asia Pacific region. Located in Singapore, this role will have responsibility for the day-to-day management of all operational elements of repair operations at the site(s). The successful candidate must be able to handle a fast-moving and dynamic environment, where requirements can change at short notice and will need to have ability to process data and requests quickly. The candidate will need to have excellent communication skills, both written and oral and will need to have an ability to deal with ambiguity, manage multiple priorities and have the ability and confidence to make data driven decisions based on performance metrics, cost and/or business priority. Finally, the candidate must be able to compress several elements of detailed data into high-level messages which will be communicated to Apple’s senior management team. Key Qualifications Key Qualifications Minimum 5-7 years of demonstrated experience in operations management and vendor management preferred. Description Description • Managing Supplier: Serving as the primary liaison connecting Apple with our partner-managed service center, responsible for overseeing all operational aspects and serving as the key point of escalation for significant operational challenges, with a commitment to delivering successful resolutions. • Manage Operations: Ensure RC operational metrics meet agreed-upon SLAs (e.g., Ship clean, repair TAT, line capacity, looper rates, quality levels, etc.) Regularly review vendor performance, analyze business metrics, and initiate performance improvement plans when SLAs fall short. Responsible for addressing daily queries and resolving issues to Apple's satisfaction. • Manage Capacity: Ensuring a clear understanding of RC demand and ensuring that RC capacity aligns with agreed-upon demand levels. When capacity is not fully utilized, a comprehensive understanding of the reasons behind and provide proposals to optimize factory utilization. • Manage Risks: Consistently monitor for potential risks or concerns and take immediate action to mitigate any emerging issues. This proactive approach extends to the continuous monitoring of security and maintenance aspects within the repair centers. • Manage Inventory: Efficiently managing consigned inventory and overseeing the cycle counting process in collaboration with Apple planners and OEM/3PL partners. • Manage Communications: Weekly/Monthly reporting on repair center performance to senior management. Develop productive and effective working relationships across the organization to ensure full understanding of business requirements are communicated and met by third parties. • Drive Channel Readiness: Collaboration with the channel team for seamless new product qualification and process Changes • Drive Cost Improvement: Evaluating process change costs in collaboration with 3PL and Apple teams, Approving partner Invoices, and maintaining budget oversight with regular updates to finance and management. • Drive Process Improvement: Identifying and suggesting crucial opportunities for process enhancement to optimize operational procedures. Education & Experience Education & Experience • Bachelor’s or Master’s Degree in business or engineering Additional Requirements Additional Requirements • Manufacturing Operations: Possesses a deep understanding of quality systems, manufacturing, and repair processes. Demonstrates strong quantitative and analytical skills, coupled with a high level of attention to detail. An Industrial Engineering background is highly advantageous. • Time Management & Self Confidence: Exhibits exceptional ability to prioritize deliverables, effectively balancing speed and accuracy in decision-making. Demonstrates unwavering self-confidence, motivation, and a strong drive to achieve leadership success promptly. Consistently strives for excellence. • Communication Skills: Effectively manages internal and external stakeholder relationships. Adapts communication style and works effectively across multiple functions and sites. Conveys findings and recommendations clearly and concisely. • Tolerates Ambiguity: Works effectively in an ambiguous environment with a high degree of change. • Influence and Inspiration: Demonstrates the ability to influence and inspire others, even without formal authority. • Resourceful & Self Aware: Capable of working with minimal direction, independently crafting thorough and practical solutions aligned with functional objectives. • Reliable & Self Driven: Assertive in a constructive manner with ability to follow through things seamlessly from end-to- end. Strong stamina to accomplish things with minimal tolerance for errors. Demonstrate solid troubleshooting skill set and ability to work independently with clear communication.