Genius Bar Program Manager

Summary

Imagine what you could do here! The people here at Apple don't just create 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. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work. We're a diverse collective of thinkers and doers, continuously reimagining our products and practices to help people do what they love in new ways. That innovation is inspired by a shared commitment to great work — and to each other. Because learning from the people here means we're learning from the best. Retail Operations creates the tools and programs that empower our teams to provide a one of a kind, only at Apple experience. We do this by obsessing over the employee and customer experience, and driving a global strategy that sets the bar. The GTTM team develops global strategies and programs through cross-functional collaboration, exceptional project management, and continuous performance analysis to ensure seamless execution and refinement of our initiatives. We are looking for an outstanding Program Manager based in China mainland to lead Genius Bar Operations and Warranty Protection programs to deliver exceptional customer care and protect Apple's service integrity.

Minimum Qualifications

7+ years of experience in program/project management, retail operations, risk/fraud management, or process engineering. Proven analytical problem-solving skills, with the ability to distill highly complex data into clear problem statements, executive presentations, and actionable strategies. Demonstrated experience leading cross-functional initiatives and building alignment with diverse stakeholders (e.g., Finance, Legal, Engineering, Field Leadership). Written and spoken fluency in Mandarin and English Ability to travel

Preferred Qualifications

5+ years of customer-facing technical support, retail or technical team leadership Direct experience investigating fraud vulnerabilities, managing risk/compliance, or developing fraud mitigation strategies in a retail network. Advanced data analytics skills, with experience using data to uncover trends, validate policy execution, and measure program success. Understanding of Retail and AppleCare support strategies and service policies Strong data analysis skills with ability to turn analysis into action Formal project management skills, including PM lifecycle and methodologies

Description

Lead various Retail Operations programs from concept through implementation, driving operational strategy and performance across retail locations. This includes customer experience strategies, new product introductions, training processes, Repair Room initiatives, and Warranty Fraud programs.

Responsibilities

Analyze current processes using in-depth organizational knowledge to seek new efficiencies and manage highly complex information Turn store feedback into problem statements and subsequent actions that optimize strategies, drive results, and support Apple's priorities; lead pilots to resolve issues ahead of program progress Develop and maintain key cross-functional partnerships across GRS and Field Leadership, AppleCare & Retail Finance, Legal, Hardware engineers and more Lead Retail Warranty Fraud programs and build stakeholder alignment to deliver fraud discoveries, trends, and actions Investigate service and product policies to identify fraud vulnerabilities, and use innovation to identify and create fraud management methods. Support creation of new guidance and updates to policy, ensuring consistency between regions and service channels whenever possible Track and review mitigation strategies for improvement, conduct store visits to validate guidance and policy execution