Apple
Program Manager – Agentic Support Experiences
Austin, Texas · Manager · Full-time · Posted Oct 29, 2026
- Experience
- 7+ years; alternatively, the education requirement allows 11+ years of directly relatable professional experience.
- Education
- BA/BS degree in a technical field, or 11+ years of professional experience in a directly relatable role.
About the job
Leads regional and global e-commerce and customer-support technology programs from planning through launch, including traditional enhancements and AI-enabled customer experiences.
What you'll do
- Manage project scope, resources, timelines, requirements, testing, change management, go-live, and closeout across multiple initiatives.
- Coordinate business and technical stakeholders, communicate risks and trade-offs, and influence solution architecture and integration strategies.
- Identify opportunities to simplify customer-support workflows through automation, AI, and platform integration.
What they ask for
- 7+ years of professional experience in product, project, or program management.
- Broad experience with contact center and/or e-commerce systems and technologies.
- Ability to influence stakeholders at all organizational levels.
- BA/BS degree in a technical field, or 11+ years of professional experience in a directly relatable role.
Nice to have
- Experience implementing generative AI or agentic capabilities in customer-facing or operational environments, including enterprise-system integration.
- Familiarity with scaling AI-enabled solutions, including data privacy, security, governance, and measurable business impact.
Tools
payments/financing applications, order maintenance tools, workforce management applications, telephony/chat systems, intelligent routing, conversational AI, workflow automation, LLM-supported decisioning
AI focus
Leads or supports automation and AI-enabled customer experiences, including intelligent routing, conversational AI, workflow automation, LLM-supported decisioning, and human-plus-AI workflows.
Model-written summary · the original posting is authoritative