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Apple Senior Program Manager Customer Journey Strategy United States, California, Sunnyvale 557011915
Today
You will work across cross-functional teams to design and evolve customer journeys that span our digital support ecosystem and contact center infrastructure, including IVR. You'll bring a cross-functional perspective—connecting the dots between front-end UX, backend operations, and behavioral insights—to drive improvements that reduce friction and enable smarter, faster resolution.
- 7+ years experience working with digital support channels (chatbots, virtual assistants, self service tools, knowledge base articles, etc.)
- Experience conducting gap analyses across customer journeys to identify problems, drop-offs, and friction
- Experience with tools like Tableau to measure KPI’s (CSAT, customer effort, self service adoption, abandon rate, etc.)
- Ability to lead and partner with product, UX/UI, engineering and other cross functional partners to translate journey insights into digital improvements
- Ability to balance customer experience objectives with cost-efficiency, scalability, and business constraints to drive impactful solutions
- BA or BS or equivalent experience
- 10+ years of experience in customer experience, digital support, or program management—ideally in a tech or contact center environment.
- Proven success leading programs that span digital support channels (chat, self-service) or contact center/IVR systems.
- Familiarity with AI-powered support solutions (e.g., virtual agents, chatbots, predictive routing).
- Understanding of agile and design thinking methodologies
- Bachelor’s degree in Business/Strategy, UX Design, or Technology/Data
Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.
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