Delivery Exception Management Logistics Analyst

Summary

Imagine what you could do here! 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 AMR Delivery Exception Management (DEM) team protects Apple's products, customers, and bottom line after shipments leave our facilities. We find the defects behind delivery exceptions, losses, and damage, recover value through carrier claims, and prevent repeat issues before they reach the customer. We are looking for an experienced Logistics Analyst to help us move from resolving exceptions one case at a time to preventing them across the Americas network.

In this role, you will connect data across order, shipment, carrier, claims, and service systems to find where and why losses happen, size Apple's financial exposure, and drive scalable fixes with carriers and internal partners. You will also help shape a next-generation platform that automates investigation workflows and standardizes how exceptions are handled across our sites and carriers. If you are energized by solving complex, ambiguous problems, enjoy following the data to the root cause, and want your work to directly reduce losses and protect customers, we'd love to hear from you!

About the role

• Analyze delivery exceptions, losses, damage, and theft across all routes to market to identify root causes, repeat patterns, and emerging risks.
• Quantify Apple's financial exposure from carrier failures, credits, and claims, and build the business case for corrective action.
• Drive carrier claims and recovery performance, partnering with carriers to improve claim accuracy, resolution time, and recovery rates.
• Partner with Product Security to identify high-value shipment risks, drive data-led loss investigations, and strengthen carrier vetting and freight security controls.
• Shift the team from reactive case resolution to upstream defect prevention, building joint data visibility with carriers and logistics operations so recurring failures are caught and stopped at the source.
• Connect data across order management, shipment tracking, carrier, claims, and service systems to create a single, trusted view of each exception.
• Serve as the team's authority on exception, loss, and claims KPIs, influencing internal teams and carriers to act when performance moves outside agreed SLAs.
• Transition routine reporting and investigation steps to proactive, exception-based dashboards that give stakeholders self-serve visibility.
• Use AI-assisted tools, including LLMs, GenAI assistants, and document and image analysis, to speed up investigations, review proofs of delivery and shipping documents, summarize findings, and surface patterns.
• Help shape a next-generation exception management platform by defining business rules, data requirements, and integration needs, and by testing and validating new capabilities before launch.
• Standardize exception and investigation processes across distribution centers, carriers, and channels so work is consistent, measurable, and scalable.
• Lead exception and loss readiness for peak events such as New Product Introductions and Order By Deliver By.
• Provide key inputs to weekly and quarterly operations and carrier business reviews with Logistics, Planning, Finance, Product Security, carriers, and senior leadership.
• Lead cross-functional and global initiatives across time zones from concept to implementation with minimal guidance.
• Coach and mentor junior analysts, set the bar for data quality and investigative rigor, and improve how the team operates.

Minimum Qualifications

• Bachelor's degree in Supply Chain, Engineering, Business, Finance, Economics, or a related field.
• 6 or more years of experience in Transportation, Supply Chain, Logistics, or Operations, preferably in exception management, claims, loss prevention, or freight security.
• Deep experience in a fast-paced logistics or operations environment, with end-to-end knowledge of inbound, outbound, forward, and reverse logistics, ideally in delivery exception management, carrier claims, loss prevention, or freight security.
• Strong investigative mindset and attention to detail, with a proven ability to combine and analyze large, complex datasets from multiple systems to find root causes, quantify financial impact, and drive decisions.
• Excellent reporting and presentation skills, with the ability to turn complex findings into clear actions for senior leaders and carrier partners.
• Ability to influence and gain acceptance across teams, carriers, and internal customers in sensitive situations, such as carrier negotiations and loss investigations, while building strong relationships with senior stakeholders.
• Advanced Excel skills. Experience with Tableau, ThoughtSpot, Business Objects, SAP, CRM, and AI/ML tools is a distinct advantage.
• Proven ability to tell compelling stories using data visualization tools such as ThoughtSpot, Tableau, or Power BI.

Preferred Qualifications

• Ability to operate independently in an ambiguous, deliverable-focused environment, adapting to changing priorities and tight deadlines.
• Foundational understanding of AI/ML concepts and how they can automate investigations and improve decisions.