Program Manager, Support Experience

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. The Support Experience organization partners across Apple to create world-class support journeys and leverages our customer expertise to influence the design of Apple products and services. We do this by representing Apple Support across a wide variety of cross-functional partners including the Contact Center, Digital, Retail, Service, Engineering, Marketing, and more. Our Cross-Channel Strategy team is responsible for collaborating with our channel partners to create simple, intuitive, and seamless assisted support experiences for Apple customers. It is a unique opportunity to optimize the customer experience while simultaneously influencing the product feedback loop.

The Support Experience Program Manager will influence worldwide Apple Support strategy through ownership of the relationships and initiatives between the AppleCare Contact Center, AppleCare Digital, AppleCare Service, AppleCare Engineering, Apple Retail, and IS&T. You will partner on the development and execution of the Journey Feedback Loop program. This effort focuses on improving end-to-end support experiences by identifying pain points and collaborating across teams to align on solutions that will reduce customer effort. You will need to be flexible, agile, and responsive in order to lead fast-paced business critical projects. At the same time, you will need to be creative, structured, and disciplined in order to pitch, define, and execute long-term technical and non-technical work.

• Develop project plans that include objectives, deliverables, timelines, risk management strategies, and resource impacts
• Consistently provide clear and simple written communication updates that can be tailored for multiple audiences
• Create and deliver compelling presentations with a clear narrative
• Leverage AI-powered tools and techniques to analyze data, identify trends, generate clear problem statements, and streamline key processes
• Work through ambiguity to generate consensus with partner teams
• Collaborate across organizations to design and implement solutions
• Deliver changes or new features that improve KPIs

Key Qualifications

• A minimum of 5 years experience managing multiple simultaneous projects, programs, or cross-functional initiatives focused on customer experience
• Bachelor’s degree strongly preferred, will consider equivalent experience
• An effective communicator and engaging presenter who can influence multiple audiences from project teams to senior leaders
• Track record of staying curious and digging into the data to uncover a true root cause
• Passion for delivering outstanding customer experiences
• Ability to create and foster relationships within cross-functional teams
• Highly organized with a keen attention to detail
• Facilitate engaging discussions that generate ideas in a workshop setting

Preferred Qualifications

• 8+ years experience managing multiple simultaneous projects or programs, including large, cross-functional initiatives
• PMP, Six Sigma, or similar project management certification is a plus
• Knowledge of the Apple Support experience across all channels including Phone & Chat support, the Get Support site, the Apple Support app, Apple Authorized Service Providers, and Apple Retail Stores
• Proficient knowledge of the system development lifecycle, including writing business requirements and user stories