Manager, WW Ops BPR - Retail Fulfillment Operations (Trade-In, Affordability, & Payments)

Summary

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 build 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.
The Worldwide Business Process Re-engineering (BPR) team is seeking an experienced people leader to manage a team of individual contributors leading a portfolio with direct impact on Apple's Retail Fulfillment Operations and customer experience. This role sits within the RFO portfolio and focuses specifically on Apple's Trade-In, Affordability, and Payments programs across Online and Retail Stores worldwide.
The Manager will own the end-to-end portfolio functional and technical — from partnering on strategy development, roadmap planning through execution and successful adoption of new solutions. This leader will partner with RFO Business, Retail, Commercial & Procurement, Logistics, AppleCare, and IS&T to deliver scalable, best-in-class experiences, and will coach and empower a team of solution engineers and program managers to execute the long-term vision for the Trade-In, Affordability, and Payments platform while embodying the values of WW Operations BPR.

Description

This is a portfolio and program management leadership role at the intersection of innovation and operational delivery. The Manager is responsible for driving program innovation across three interconnected domains — Trade-In, Affordability, and Payments — shaping the long-term roadmap, and ensuring end-to-end delivery of solutions that are adopted successfully across Online and Retail stores worldwide. Success in this role requires domain knowledge of reverse supply chain operations, market knowledge of affordability programs (including financing, installment plans, and carrier affordability options), and payment platforms as they intersect with supply chain and product shipments.
The RFO portfolio this role oversees spans Trade-In program innovation and market expansion, device grading and diagnostics, reverse logistics optimization, affordability program development and expansion, and payment platform delivery and operations. This role works closely with Retail Online and physical store teams, Logistics, Commercial & Procurement, Apple Payment Services Group, Apple Services, and AppleCare.

Responsibilities

• Own and develop the Trade-In, Affordability, and Payments program roadmap — including multi-year capability planning, new features, market expansion, project execution, and day-to-day operations
• Drive large-scale, multi-year, multi-$M capital project roadmaps that improve Apple's long-term capabilities and scale business processes
• Present, defend, and influence supply chain capability and technology roadmaps to Apple's senior executive leadership and cross-functional stakeholders
• Collaborate with internal engineering and business teams to design and deliver comprehensive solutions across Trade-In, affordability, and payments — including support and execution of financing options, installment plans, and carrier partnership initiatives
• Manage programs and software development lifecycles across global cross-functional teams — both technical and functional — adjusting communication and messaging for the intended audience
• Deploy portfolio management best practices, phase gate review, and reporting structure to deliver portfolio
• Recruit, retain, mentor, and develop a team of individual contributors as direct reports
• Define and implement KPIs to measure portfolio success and team performance
• Partner with NPI teams to ensure Trade-In, affordability, and payments readiness for new product launches
• Adopt and implement emerging technologies — including AI/ML capabilities and their operational applications — to drive innovation across the portfolio
• Manage escalations — quickly assess issues, develop root cause analysis, and drive resolution
• Drive change management effectively within a matrixed, global organization
• Continuously assess Trade-In, affordability, and payments processes for improvement and innovation opportunities

Minimum Qualifications

• Bachelor's degree required; (Industrial Engineering, Operations Research, or Technology, or related field)
• 8+ years of progressive experience in program management, retail operations, supply chain, or fulfillment, with a minimum of 3 years managing people
• Familiarity with Trade-In, buyback, reverse logistics, or related fulfillment programs — with an understanding of key operational touchpoints such as device grading, credit issuance, or downstream disposition
• Proven ability to lead complex cross-functional programs from concept through delivery in a global environment
• Strong understanding of eCommerce fulfillment, logistics operations, and supporting systems
• Demonstrated ability to attract, develop, and retain high-performing talent
• Excellent communication and presentation skills, with the ability to adapt style across audience levels
• Ability to synthesize complex technical discussions into clear business narratives
• Strong problem-solving instincts — able to structure ambiguous challenges and drive to resolution under tight timelines

Preferred Qualifications

• Direct experience owning Trade-In, device buyback, refurbishment, or circular economy programs end-to-end
• Experience with consumer financing, installment plans, or carrier affordability programs in a retail or eCommerce context
• Experience working with payments partners; knowledge of authorization, capture, fraud/risk frameworks, or payment method expansion
• Familiarity with Apple Retail programs including Trade-In, Ship to Home, APU, and IDL
• Knowledge of SAP or equivalent ERP systems
• Experience in consumer electronics, high-tech, or retail industries
• MBA or advanced degree preferred.