Program Manager – Agentic Support Experiences
Core
Lead end-to-end implementation of mid-to-large scale eCommerce and AI-enabled customer experience initiatives, including automation, intelligent routing, and LLM-supported decisioning.
Role type
Senior Program Manager (eCommerce & AI Customer Systems)
Builds
Scalable, efficient, and customer-centric processes and technology solutions for Apple Store Online
Domain
E-Commerce, Contact Center, AI-enabled customer systems
Deliverable
production ML models
Required skills
Program management, business analytics, process mapping, solution architecture influence, change management, stakeholder communication, technical requirement creation, project testing, risk management
Preferred skills
Generative AI and agentic capabilities implementation, AI-enabled solution delivery at scale, data privacy and governance, hands-on technical ownership, complex system landscape understanding
Technologies
Conversational AI, workflow automation, LLMs, telephony/chat systems, payments/financing applications, order maintenance tools, workforce management applications
Responsibilities
Lead end-to-end implementation of eCommerce initiatives with overlapping timelines; define scope, forecast resources, map processes, create timelines, manage change, and execute testing; communicate risks and architectural considerations; build partnerships to influence portfolio direction; drive deep-dives with stakeholders; ensure operational excellence via standard methodologies
Seniority
Senior, hands-on IC
