Americas Logistics- Delivery Exception Manager

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 happen again. The AMR Delivery Exception Management (DEM) team finds the defects behind delivery exceptions, losses, and damage, recovers value through carrier claims, and prevents repeat issues before they reach the customer. We are looking for an experienced people leader to move the team from resolving exceptions one case at a time to preventing them across the Americas network.

You will lead a team of analysts, partner with senior leaders across Logistics, Finance, Product Security, AppleCare, and our carrier partners, and lead the business side of a next-generation platform that automates investigations and standardizes how exceptions are handled. 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 Lead the Americas DEM team, owning 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. Develop and carry out exception, claims, and credit policies that affect DEM and the wider Apple logistics network. 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 upstream defect prevention, driving root causes to closure and building fixes into process, policy, and training. Lead carrier performance management, including quarterly business reviews, recovery targets, and joint data visibility. Partner with Product Security on high-value shipment risk, theft and loss trends, carrier vetting, and freight security controls. Sponsor a next-generation exception management platform and automation roadmap from the business side. You will own requirements, connect data across order, shipment, carrier, claims, and service systems, and drive adoption across sites and carriers. Serve as DEM's point of contact for Logistics Operations, Finance, AppleCare, Reseller, Retail, and carrier partners, and present performance to senior management and executives as clear decisions and actions. 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 and cross-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 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.

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 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 analytics to find root causes and quantify financial exposure, with comfort reviewing technical queries and BI dashboards. 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.

EEO Statement 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. Learn more about your EEO rights as an applicant

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