Survey Research Program Manager
Support and Service
To qualify for this role, you must have demonstrated success in three key areas:
Measuring the customer experience:
You have direct, hands-on experience building or supervising Customer Experience with (CX) measurement, such as Customer Satisfaction (CSAT), Voice of the Customer (VoC), or Net Promoter Score (NPS)
You have navigated complexity and ambiguity in the business’ problems, and have successfully designed the right methodology to get to the core questions
While you are a specialist in survey methodology and questionnaire design, you know that standard methodologies need to be balanced with the needs and speed of the business
Managing multiple ongoing tracking surveys:
Have a successful track record in program management, including hands- on technical backend operation support
Feel confident in crafting and managing your own programs/projects; able to "live in the gray" and deal with ambiguity in a fast-paced environment
Have experience directing complex, parallel work-streams with many cross-functional teams and dependencies
Bias toward action:
Experience conducting advanced statistics (e.g., multiple linear regression) in tools like SPSS or R
Excellent communication, presentation, and interpersonal skills with the ability to adjust your approach to accommodate your audience
A proven track record of using data driven approaches to influence business decisions/strategies
A Survey Research Program Manager must be able to transform data into insights that impact the business. This position covers creating and maintaining survey-based customer feedback programs. This high-visibility role is program management focused, but also includes custom research design, data management, data analysis, and presentations to AppleCare leadership. In representing the voice of AppleCare’s customers, you will be asked to: Manage several ongoing customer satisfaction tracking programs Proactively work with senior leadership and cross-functional teams to identify knowledge gaps, and design research Merge multiple sources of information to conduct quantitative data analysis Synthesize data to deliver meaningful recommendations that influence business strategy
Education & Experience
Bachelor’s degree and at least 2 years of experience or an Advanced degree plus 1 year of hands on CX experience
Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure 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 (Opens in a new window) .
Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. United States Department of Labor. Learn more (Opens in a new window) .
Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. If you’re applying for a position in San Francisco, review the San Francisco Fair Chance Ordinance guidelines (opens in a new window) applicable in your area.
Apple participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program (Opens in a new window) .
Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) .