Apple · 2 months ago
Senior Program Manager, Enterprise Customer Journey Strategy
Austin, Texas, United States
Full-time
Onsite
Senior Level, Lead/Staff
$123K/yr - $185K/yr
8+ years expApple is a leading technology company known for its innovative products and services. They are seeking a Senior Program Manager to support Enterprise clients by designing seamless experiences across various support channels while integrating Apple's support ecosystem with key enterprise platforms.
AppsArtificial Intelligence (AI)BroadcastingDigital EntertainmentFoundational AIMedia and EntertainmentMobile DevicesOperating SystemsTVWearables
Responsibilities
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
Qualification
Required
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
Preferred
Bachelor's degree in Business/Strategy, UX Design, or Technology/Data
7+ years of experience in customer experience, digital support, or program management—ideally 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
Benefits
Comprehensive medical and dental coverage
Retirement benefits
A range of discounted products and free services
Reimbursement for certain educational expenses — including tuition
Discretionary bonuses or commission payments
Relocation
Company
Apple
Apple is a technology company that designs, manufactures, and markets consumer electronics, personal computers, and software.
10001+ employees
H1B Sponsorship
Apple has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (6998)
2024 (3766)
2023 (3939)
2022 (4822)
2021 (4060)
2020 (3656)
Funding
Current Stage
Public CompanyTotal Funding
$5.67BKey Investors
Berkshire HathawayMicrosoftSequoia Capital
2025-05-05Post Ipo Debt· $4.5B
2025-01-16Post Ipo Debt· $0.31M
2021-04-30Post Ipo Equity
Leadership Team
Tim Cook
CEO
Craig Federighi
SVP, Software Engineering
Recent News
Venrock
2025-12-01
2025-09-25
Mac Daily News
2025-09-25
Company data provided by crunchbase