Senior Program Manager, Enterprise Customer Journey Strategy
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Job Location:
Austin, TX - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Were seeking a strategic user-obsessed problem solver to join our team as a Senior Program Manager supporting our Enterprise this role youll be a key architect of seamless intuitive experiences across self-solve assisted support and service channelswith a particular focus on integrating Apples support ecosystem with key enterprise platformsensuring every Enterprise employee and admin interaction is effortless effective and aligned to Apples 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.
- 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 KPIs (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
- Bachelors degree in Business/Strategy UX Design or Technology/Data
- 7 years of experience in customer experience digital support or program managementideally 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.
Required Experience:
Manager
Key Skills
- Marketing
- Data Visualization
- Tableau
- Customer Segmentation
- Microsoft Powerpoint
- Investment Banking
- Strategic Planning
- Financial Modeling
- Customer relationship management
- Management Consulting
- Google Suite
- Analytics
About Company
Ask Siri to name the most successful company in the world and it might respond: Apple. And it's not just out of familial pride. Apple consistently ranks highly in profit, revenue, market capitalization, and consumer cachet. In 2018, the company became the first reach a trillion dollar ... View more
