Senior Program Manager, Enterprise 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. 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.

Description

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.

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.

• 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

• 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.