Program Manager, Support Experience

Apple; Austin (TX); On-site; USD 113,600 - 214,100; Full time

Benefits offered by this job

Comprehensive medical coverage

Retirement benefits

Employee stock purchase plan

Tuition reimbursement

Job summary

A leading technology company in Austin, Texas is seeking a Support Experience Program Manager to influence global support strategy. This role focuses on improving customer experiences through effective project management and cross-functional collaboration. Candidates should have at least 5 years of relevant experience and a strong passion for customer service. The position offers competitive compensation and comprehensive benefits, including opportunities for stock participation and educational reimbursements.

Qualifications

• Minimum of 5 years experience managing projects focused on customer experience.
• Ability to create and foster relationships within cross-functional teams.
• High attention to detail and organization skills.

Responsibilities

• Develop project plans including objectives and timelines.
• Provide clear communication updates for diverse audiences.
• Collaborate across teams to design and implement solutions.

Skills

Project management

Effective communication

Analytical skills

Customer experience focus

Cross-functional collaboration

Education

Bachelor’s degree or equivalent experience

Job description

Overview

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.

Description

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.

Responsibilities

• 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

Minimum 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

Pay & Benefits

At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $113,600 and $214,100, and your base pay will depend on your skills, qualifications, experience, and location.

Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan. You’ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits.

Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant.

Apple accepts applications to this posting on an ongoing basis.