Senior Program Manager, Enterprise Customer Journey Strategy

Senior Program Manager, Enterprise Customer Journey Strategy

• Bring an end-to-end journey perspective to the design and development of new features and content for both Enterprise Employee and Admin support scenarios.
• Establish feedback loops so that support insights can be leveraged to improve Apple products and services, improving usability, customer success, and loyalty.
• Collaborate with AI/ML, product, UX, engineering, and analytics teams to integrate emerging technologies into the customer journey - enhancing digital containment and reducing dependency on live support.
• Facilitate stakeholders workshops and alignment sessions to create journey improvements and ensure seamless execution across teams.
• Act as a thought leader and change agent in the transformation of traditional support and service into a modern, proactive, and personalized customer experience.
• Develop and maintain a deep understanding of enterprise support models, including tiered support structures, SLAs, and escalation paths.
• Partner with product and engineering teams to ensure that enterprise support requirements are considered in the design and development of Apple products and services.
• Collaborate with Customer Success Managers to gather insights into enterprise client pain points and technical challenges, and translate these insights into actionable improvements in digital support journeys.

• 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 KPI’s (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

• Comprehensive medical and dental coverage
• Retirement benefits
• Range of discounted products and free services
• Reimbursement for certain educational expenses
• Discretionary bonuses or commission payments
• Relocation assistance

Apple is a technology company that designs, manufactures, and markets consumer electronics, computer software, and online services.