Apple Inc.
Product Manager, Conversational Support
Apple Inc., Sunnyvale, California, United States, 94087
Sunnyvale, California, United States Support and Service
A variety of soft skills and experience may be required for the following role Please ensure you check the overview below carefully. 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.
Responsibilities
Own customer-facing conversational experiences across web, Messages, voice, and Apple Support app
Make decisions with a customer-first mindset
Engage with business partners to drive alignment and a shared understanding
Lead teams to deliver complex, large scale projects on time
Prepare and present proposals and demos to stakeholders and peers
Tackle ambiguity with curiosity and address gaps that show up at each stage of the product lifecycle
Create visual frameworks to communicate complex work
Actively contribute forward-looking ideas and participate in roadmap planning
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
At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $141,800 and $258,600, and your base pay will depend on your skills, qualifications, experience, and location.
Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan. You’ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits.
Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.
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.
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A variety of soft skills and experience may be required for the following role Please ensure you check the overview below carefully. 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.
Responsibilities
Own customer-facing conversational experiences across web, Messages, voice, and Apple Support app
Make decisions with a customer-first mindset
Engage with business partners to drive alignment and a shared understanding
Lead teams to deliver complex, large scale projects on time
Prepare and present proposals and demos to stakeholders and peers
Tackle ambiguity with curiosity and address gaps that show up at each stage of the product lifecycle
Create visual frameworks to communicate complex work
Actively contribute forward-looking ideas and participate in roadmap planning
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
At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $141,800 and $258,600, and your base pay will depend on your skills, qualifications, experience, and location.
Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan. You’ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits.
Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.
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.
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