Senior Program Manager, Customer Journey Strategy

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. The people here at Apple don’t just craft products - they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it. AppleCare Digital is responsible for all support and service digital content, web assets, customer tools and apps, communities, analytics, SEO, and social media. Within the larger AppleCare Digital organization, we are responsible for a suite of applications including the Apple Support app on iOS and visionOS, getsupport.apple.com (http://getsupport.apple.com/), Messages for Business, the digital Interactive Voice Response (IVR) system and more. We’re seeking a strategic, customer-focused problem solver to join our team as a Senior Program Manager supporting our digital support and contact center transformation. This person will be a key architect of flawless, intuitive experiences across self-service, chat, and phone channels—ensuring every customer interaction is effortless, effective, and aligned to Apple’s values.

Description

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. This role blends customer empathy, journey mapping, and proficiency in contact center technologies to unlock new opportunities for self-service, intelligent routing, and support channel optimization. Your work will directly craft how we use AI/ML, automation, and voice technologies to empower both customers and agents, delivering measurable impact in customer satisfaction, containment, and operational efficiency.

Minimum Qualifications

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

Preferred Qualifications

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