Senior Program Manager, Customer Journey Strategy

About the Role

Key Responsibilities

• Work across cross-functional teams to design and evolve customer journeys that span the digital support ecosystem and contact center infrastructure, including IVR.
• Connect the dots between front-end UX, backend operations, and behavioral insights to drive improvements that reduce friction and enable smarter, faster resolution.
• Leverage customer empathy, journey mapping, and proficiency in contact center technologies to unlock new opportunities for self-service, intelligent routing, and support channel optimization.
• Utilize AI/ML, automation, and voice technologies to empower customers and agents, delivering measurable impact in customer satisfaction, containment, and operational efficiency.

Requirements

• 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 KPIs such as CSAT, customer effort, self-service adoption, and abandon rate.
• Ability to lead and partner with product, UX/UI, engineering, and other cross-functional teams to translate journey insights into digital improvements.
• Ability to balance customer experience objectives with cost-efficiency, scalability, and business constraints.
• BA or BS or equivalent experience.

Nice to Have

• 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 or contact center/IVR systems.
• Familiarity with AI-powered support solutions such as virtual agents, chatbots, and predictive routing.
• Understanding of agile and design thinking methodologies.
• Bachelor's degree in Business/Strategy, UX Design, or Technology/Data.

Qualifications

• 7+ years experience in digital support channels or related fields.
• Experience with contact center technologies and journey analysis.
• Proficiency with KPI measurement tools like Tableau.
• Leadership skills in cross-functional collaboration.
• Educational background equivalent to BA or BS.

Benefits & Perks

• Base pay range between $123,100 and $219,100, depending on skills, qualifications, experience, and location.
• Opportunity to become an Apple shareholder through stock programs.
• Discretionary restricted stock unit awards and stock purchase discounts.
• Comprehensive medical and dental coverage.
• Retirement benefits.
• Discounted products and free services.
• Reimbursement for educational expenses related to career advancement.
• Potential eligibility for bonuses, commissions, and relocation assistance.