Senior Program Manager, Customer Journey Strategy
Apple
Full-time
On-site
Austin, Texas, United States
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.
- 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
- 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