Senior Program Manager, Enterprise Customer Journey ...

Weekly Hours: 40 Role Number: 200627925-3956 Summary Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly.AppleCare Digital is responsible for Consumer and Enterprise digital content, web assets, customer tools and apps, communities, analytics, SEO, and more. Within the larger AppleCare Digital organization, our team is responsible for a suite of applications including the Apple Support app on iOS and visionOS, Messages for Business, the digital Interactive Voice Response (IVR) system and more. Description Weu2019re seeking a strategic, user-obsessed problem solver to join our team as a Senior Program Manager supporting our Enterprise clients. In this role, youu2019ll be a key architect of seamless, intuitive experiences across self-solve, assisted support, and service channelsu2014with a particular focus on integrating Apple's support ecosystem with key enterprise platformsu2014ensuring every Enterprise employee and admin interaction is effortless, effective, and aligned to Appleu2019s values.We work cross functionally to design and evolve Enterprise user journeys that span our digital support and repair ecosystem. We connect the dots between front-end UX, backend operations, and behavioral insights to drive improvements that reduce friction and enable smarter, faster resolutions. This role blends customer empathy, journey mapping, and fluency in Enterprise technologies to unlock new opportunities for self-service, intelligent routing, and channel optimization. Our work will directly shape how we employ AI/ML automation to empower both Enterprise clients and Apple agents, delivering measurable impact in satisfaction, containment, and operational efficiency. Minimum Qualifications + Bachelors degree with 8 years applicable work experience + 3-5 years of program management experience including program strategy, planning, execution, risk management, and resource allocation, while managing multiple work streams interdependently + Understanding of digital support channels and AI-powered support solutions (chatbots, virtual assistants, self service tools, knowledge base articles, predictive routing, etc.) + Experience conducting gap analyses across customer experience journeys to identify pain points, drop-offs, and friction + Comfortable with tools like Tableau to measure KPIu2019s (CSAT, customer effort, self service adoption, abandon rate, etc.) + Able to lead and partner with product, UX/UI, engineering and other cross functional partners to translate journey insights into digital improvements + Experience working with or supporting Enterprise clients, including experience with ServiceNow or other leading ITSM platforms Preferred Qualifications + Bacheloru2019s degree in Business/Strategy, UX Design, or Technology/Data + 7+ years of experience in customer experience, digital support, or program managementu2014ideally in a tech or service-oriented environment. + Experience with service and repair strategy for Enterprise clients + Understanding of agile and design thinking methodologies, service design experience is a plus + Understanding of agile and design thinking methodologies + Experience working in a SaaS company or supporting SaaS products. + Familiarity with industry-standard frameworks for managing It services and support in an enterprise environment + Experience with multiple support channels, including phone, chat, email, and self-service portals. + Experience with Enterprise support technologies such as remote support tools, third-party system integrations, knowledge management systems, and ticketing systems. Pay & Benefits At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $123,100 and $185,400, and your base pay will depend on your skills, qualifications, experience, and location. Apple employees also have the opportunity to become an Apple shareholder through participation in Appleu2019s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Appleu2019s Employee Stock Purchase Plan. Youu2019ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses u2014 including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits. ( Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program. 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 (.

Created: 2025-11-15