Americas Logistics- Delivery Exception Manager

Weekly Hours: 40

Role Number: 200693153-0157

Summary

Every Apple product is a promise to a customer. When that promise breaks somewhere between our dock and their door, we find out why, and we make sure it doesn't happenagain. The AMR Delivery Exception Management (DEM) team protects Apple's customers and bottom line by turning exception, loss, and claims trends into lasting fixes across our carrier network. We are looking for a strategic leader who looks beyond today's cases, using trend analysis to anticipate where losses will occur and driving the process andcommercial changes that prevent them across the Americas network.

You will own the DEM strategy and roadmap for the Americas, lead a team of analysts, and represent DEM with senior leaders across Logistics, Finance, Product Security,AppleCare, and our carrier partners. You will lead the business side of a next-generation platform that automates investigations and standardizes how exceptions are handled,using it to shift the team's capacity from case work to prevention. If you build strong teams, follow the data to the root cause, and can change minds in difficult conversations,we'd love to hear from you!

Description

Own the Americas DEM strategy, multi-year roadmap, and results for exception management, carrier claims and recovery, and loss investigations, including budget,methods, and staffing. Set operating objectives, performance standards, and a tiered review cadence for exceptions, claims, and loss, with clear owners and success criteria. Own exception, claims, and credit policies that affect DEM and the wider Apple logistics network, and make the call on DEM operational decisions and escalations. Define and publish the DEM scorecard, including exception rate, loss and credit exposure, claims recovery, claim cycle time, and repeat defects. Shift the team from reactive case resolution to predictive, upstream prevention, using trend analysis to anticipate emerging risks and building fixes into process, policy,training, and carrier commercial terms. Lead carrier performance and commercial management, including quarterly business reviews, recovery targets, claims settlement and liability terms, and joint data visibility. Partner with Product Security on high-value shipment risk, theft and loss trends, carrier vetting, and freight security controls. Own a next-generation exception management platform and automation roadmap from the business side. You will connect data across order, shipment, carrier, claims, andservice systems, drive adoption across sites and carriers, and lead ongoing enhancements. Serve as DEM's point of contact for Logistics Operations, Finance, AppleCare, Reseller, Retail, and carrier partners, and represent DEM in senior management and executivereviews, bringing recommendations and decisions, not just performance updates. Lead DEM readiness for peak events such as New Product Introductions and Order By Deliver By, and partner with Inventory Control on shared root causes andcross-coverage. Hire, develop, and coach analysts, building bench strength through cross-training and rotation, and growing senior analysts to lead work streams.

What Success Looks Like (6 to 12 Months)

-A consistent review cadence runs with clear owners and documented root-cause closure. -The weekly DEM scorecard shows measurable improvement in loss exposure, claims recovery, and repeat defects. -At least one top recurring failure mode has been fixed upstream through a process or commercial change with a carrier or logistics partner. -The next-generation platform is delivered on plan, and automation is returning measurable analyst hours to prevention work. -The team operates as one cross-trained Americas function, with documented SOPs and a development plan for every team member. -You are DEM's senior leader for the Americas, owning strategy, executive reviews, carrier escalations, and the platform roadmap from start to finish.

Minimum Qualifications

• Bachelor's degree in Supply Chain, Engineering, Business, Finance, Economics, or a related field.

• 10 or more years of experience in Transportation, Supply Chain, Logistics, or Operations, including 5 or more years of people leadership.

• Proven experience leading logistics or supply chain operations teams, ideally in delivery exception management, carrier claims, loss prevention, or freight security.

• Track record of setting strategy and objectives, managing budgets and staffing, and running multi-site or multi-carrier programs with clear cadence and governance.

• Deep end-to-end knowledge of inbound, outbound, forward, and reverse logistics, and of how carrier, claims, and service processes connect.

• Strong data judgment, using trend analysis to anticipate risk, find root causes, and quantify financial exposure, with comfort reviewing technical queries and BI dashboards.

• Experience negotiating commercial terms with carriers or vendors, such as claims settlement, liability, or service-level agreements.

• Executive-level communication skills and the ability to influence senior leaders, carriers, and partners in sensitive situations while preserving the relationship.

Preferred Qualifications

• MBA or advanced degree.

• Experience leading automation, agentic workflows, or systems integration projects with IT, from requirements through adoption.

• Lean Six Sigma or equivalent continuous improvement experience.

• Background supporting Reseller, Retail, and Online channels across a multi-DC footprint.

• Familiarity with inventory control or reconciliation.

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.