Product Manager, Conversational Support

Weekly Hours : 40

Role Number : 200596834-0240

Summary

At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences. From the moment a customer unboxes their device, our world-class Support team, AppleCare, is there to ensure millions of customers get the most from them for years to come. At AppleCare, we strengthen the personal connection people have with their Apple products.

Large language models present an opportunity to transform customer engagement. AppleCare is seeking a Product Manager, Conversational Support to drive key conversational products. Our product managers act on a vision for simple, intelligent support across touchpoints. And they recognize that value is measured as much by the people they influence as the results they deliver.

Description

As a Product Manager, Conversational Support for AppleCare, you will partner with business stakeholders, engineers, designers, and analysts to identify, define, scope, launch, and sustain generative AI capabilities and tools that both deliver remarkable customer experiences and make Apple better.

Minimum Qualifications

Bachelors degree and 6 years of experience launching cross-functional software development products, or 3 years and a Master's degree

Experience creating products or tools reliant on large language models (LLM)

Experience specifying and analyzing performance data to demonstrate impact and identify gaps and opportunities

Experience partnering with product designers and user researchers to create intuitive and easy-to-use interfaces

Familiarity with the technical basics of complex conversational systems, including core LLM concepts (RAG, fine-tuning, prompt engineering) and limitations, conversational capabilities (intent recognition, entity extraction), and technical elements (API integrations, JSON)

Demonstrated focus on customer and consumer experience

Preferred Qualifications

Bachelors degree and 8 years of experience launching cross-functional software development products, or 6 years and a Master's degree

Experience with conversation design, UX design

Experience with internal platform tools and products

Familiarity with customer support systems

Seeks to build strong relationships beyond your working team

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 (https : / / www.eeoc.gov / sites / default / files / 2023-06 / 22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) .