Apple · 1 day ago
Senior Program Manager, Enterprise Customer Journey Strategy
Austin, TX
Full-time
Onsite
Senior Level, Lead/Staff
$123K/yr - $185K/yr
8+ years expApple is a company known for its extraordinary products and services. They are seeking a Senior Program Manager to support Enterprise clients by architecting seamless customer experiences across various support channels and integrating Apple's support ecosystem with key enterprise platforms.
AppsArtificial Intelligence (AI)BroadcastingDigital EntertainmentFoundational AIMedia and EntertainmentMobile DevicesOperating SystemsTVWearables
Responsibilities
Be a key architect of seamless, intuitive experiences across self-solve, assisted support, and service channels
Ensure every Enterprise employee and admin interaction is effortless, effective, and aligned to Apple’s values
Work cross functionally to design and evolve Enterprise user journeys that span our digital support and repair ecosystem
Connect the dots between front-end UX, backend operations, and behavioral insights to drive improvements that reduce friction and enable smarter, faster resolutions
Blend customer empathy, journey mapping, and fluency in Enterprise technologies to unlock new opportunities for self-service, intelligent routing, and channel optimization
Shape how we employ AI/ML automation to empower both Enterprise clients and Apple agents, delivering measurable impact in satisfaction, containment, and operational efficiency
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