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Genius Bar Program Manager (hybrid)

Apple· Sales and Business Development
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Hybrid (Shanghai, China)full-timePosted 1mo ago

About the role

Program Manager to lead Genius Bar Operations and Warranty Protection programs in China mainland, delivering exceptional customer care and protecting Apple's service integrity. Responsible for end-to-end program delivery, cross-functional collaboration, and fraud mitigation within Retail Operations.

Responsibilities

  • Lead various Retail Operations programs from concept through implementation, driving operational strategy and performance across retail locations.
  • 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

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
  • 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

Skills

Required:Program managementCross-functional collaborationData analysisMandarin and English fluency
Nice to have:Fraud mitigation

Benefits

  • Not specified in the description
Last updated Sep 18, 2026. Interested? Apply on the company site.

About Apple

Discover the innovative world of Apple and shop everything iPhone, iPad, Apple Watch, Mac, and Apple TV, plus explore accessories, entertainment, and expert device support.

Discover the innovative world of Apple and shop everything iPhone, iPad, Apple Watch, Mac, and Apple TV, plus explore accessories, entertainment, and expert device support.

AirPods Max 2Apple ArcadeApple CardApple Fitness+Apple MusicApple TVApple TV+Apple Watch Series 11
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