Senior Project Manager - Customer Experience Initiatives

Austin, Texas, United States
Support and Service


Weekly Hours: 40
Role Number:200225363
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. Apple is known for providing the best customer support experience available. We are constantly looking for ways to elevate and iterate our processes to make the support experience as flawless and customer focused as possible. The Strategic Quality team is part of AppleCare’s shared services organization. We initiate and maintain quality initiatives that enable our contact centers to deliver an extraordinary customer support experience. Our responsibility includes establishing our quality standards, monitoring contacts calibration support, targeted investigations and process improvement. We are seeking an experienced Project Manager to initiate and run key CX initiatives across our contact centers. This position can sit at any Apple site in AMR, EMEIA and JPAC.

Key Qualifications

  • Minimum 5 years project management background in a contact center or customer facing environment: planning, prioritization, project communication, issue resolution, change management, and risk management
  • 3-5 years experience managing large, cross-functional support initiatives, with an emphasis on customer experience and quality
  • Certified Customer Experience Professional (CCXP). Highly developed in the following CX proficiencies; Customer experience Strategy Experience Design & improvement, Metrics Measurement & ROI, Organizational adoption & accountability, VoC Customer Insights, & understanding Customer Centric Culture
  • Understands and can teach CX methods and tools (e.g. NPS, CES, closed-loop systems, journey mapping)
  • Act independently and as a top-level contributor in resolving project strategy, scope, and direction
  • Excellent organizational skills and a proven ability to get results
  • Strong solution-focused work ethic with a high degree of flexibility, supporting multiple projects of varying complexities and priorities
  • Strong analytical problem solver with an organized approach to developing influential business cases for new ideas
  • Experience facilitating cross-functional team discussions, including well-developed negotiation skills and providing direction while not have direct authority
  • Excellent written and verbal communication skills with experience addressing varied audiences including C Suite executives
  • Proficient knowledge of the system development life-cycles and experience managing large, global technical projects
  • Inherent passion for the customer experience and excellent interpersonal skills


This is a new senior role that reflects our focus in the area of CX. This individual will take guidance from SQ leadership on broad areas of focus as well as project manage specific projects. This individual will be responsible to initiate, drive and successfully deliver on key strategic quality projects based on proven CX methodologies and frameworks. An essential aspect of this role is nurturing partnerships with leaders, peers and internal customers across the contact center. This individual will also be considered as a leader with vision and advocate for CX philosophies and frameworks.

Education & Experience

Bachelors degree, and/or advanced degree preferred. Scrum or other product management certification a plus

Additional Requirements

  • Project Management Certified
  • CX Certified
  • English Fluency
  • Ability to travel
  • Ability to work with a global team