Program Manager – Agentic Support Experiences

Apple • Austin, TX

8h

About The Position

The Program Manager will lead diverse and complex projects from conception through implementation in an e-commerce, contact center, or AI-enabled customer systems landscape. The role is part of Apple Store Online’s Customer Systems and Support team, which partners across functions to deliver scalable, efficient, customer-centric processes and technology solutions for retail customers and a global network of Call Center Specialists. The team focuses on rethinking shopping experiences and assisted-sales touchpoints across the customer journey, including voice and chat systems, payments, customer care, delivery, fulfillment, and other digital programs.

The successful candidate will bring deep technical and execution proficiency, take ownership of initiatives, and connect business and technical teams. Preferred experience includes implementing generative AI or agentic capabilities in customer-facing or operational environments and integrating them with enterprise systems and workflows. The role calls for understanding complex business processes and systems, considering upstream and downstream impacts, and aligning execution with broader strategy.

Requirements

• At least 7 years of professional experience in a product, project, or program management role.
• Broad experience with contact center and/or e-commerce systems and technologies, such as payments or financing applications, order maintenance tools, workforce management applications, and telephony/chat systems and infrastructure.
• Demonstrated ability to influence at all organizational levels, including peers and senior or executive leadership.
• A BA/BS degree in a technical field, or at least 11 years of professional experience in a directly relatable role.

Nice To Haves

• Experience supporting or leading programs that implement generative AI and/or agentic capabilities in customer-facing or operational environments, including integration with existing enterprise systems and workflows.
• Familiarity with delivering AI-enabled solutions at scale and awareness of data privacy, security, governance, and measurable business impact, such as efficiency gains, improved customer experience, or automation outcomes.
• Hands-on experience with total ownership for driving initiatives in a portfolio.
• Experience serving as an interface between business and technical teams.
• Technical and analytical problem-solving ability, ability to connect work to broader strategy, and adaptability in problem-solving.
• Ability to understand and explain complex business processes, systems, and tools, with a focus on upstream and downstream impact.

Responsibilities

• Lead diverse and complex projects from conception through implementation.
• Drive initiatives in the assigned portfolio with hands-on ownership.
• Interface between business and technical teams.
• Understand and explain complex business processes, systems, and tools, with attention to upstream and downstream impacts.
• Support or lead programs implementing generative AI and/or agentic capabilities in customer-facing or operational environments (preferred).

What This Job Offers

• Job Type: Full-time
• Career Level: Senior