Senior Program Manager, Enterprise Customer Journey Strategy
About The Position
Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. AppleCare Digital is responsible for Consumer and Enterprise digital content, web assets, customer tools and apps, communities, analytics, SEO, and more. Within the larger AppleCare Digital organization, our team is responsible for a suite of applications including the Apple Support app on iOS and visionOS, Messages for Business, the digital Interactive Voice Response (IVR) system and more. We're seeking a strategic, user-obsessed problem solver to join our team as a Senior Program Manager supporting our Enterprise clients. In this role, you'll be a key architect of seamless, intuitive experiences across self-solve, assisted support, and service channels-with a particular focus on integrating Apple's support ecosystem with key enterprise platforms-ensuring every Enterprise employee and admin interaction is effortless, effective, and aligned to Apple's values. We work cross functionally to design and evolve Enterprise user journeys that span our digital support and repair ecosystem. We connect the dots between front-end UX, backend operations, and behavioral insights to drive improvements that reduce friction and enable smarter, faster resolutions. This role blends customer empathy, journey mapping, and fluency in Enterprise technologies to unlock new opportunities for self-service, intelligent routing, and channel optimization. Our work will directly shape how we employ AI/ML automation to empower both Enterprise clients and Apple agents, delivering measurable impact in satisfaction, containment, and operational efficiency.
Requirements
- 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.
- Understanding of agile and design thinking methodologies
Nice To Haves
- Experience with service and repair strategy for Enterprise clients
- service design experience is a plus
- 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.
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What This Job Offers
Career Level
Mid Level
Industry
Computer and Electronic Product Manufacturing
Number of Employees
5,001-10,000 employees
