Manager, Conversational Products, AppleCare Digital

Summary

Posted: Aug 27, 2024

Weekly Hours: 40

Role Number: 200562245

Apple is a place where extraordinary people gather to do their best work. Together we build products and experiences people once couldn’t have invented and now can’t imagine living without. If you’re excited by the idea of making a real impact and joining a team where we pride ourselves in being one of the most diverse and inclusive companies in the world, a career with Apple might be your dream job... Just be prepared to dream big. AppleCare Digital is seeking an experienced manager to direct a team focused on Conversational Support applications, including the official Apple account in Messages and Apple Support’s web chat experience. This leadership position is responsible for building and executing a vision for automated self-service and human-assisted support delivered through emerging applications of technology. Are you a natural leader of people? Do you inspire your teams with creative thinking? In this role, you will lead a team of Product and Program Managers and manage complex cross-functional relationships across engineering and business partner teams. You will have in-depth experience in program management and conversational tools and related technology, along with designing, developing, testing, launching, and sustaining new applications in an Agile environment.

Description

As Manager, Conversational Products, you are responsible for defining and executing the roadmap for AppleCare Digital’s conversational platform and front-end chat applications, including new capabilities and features, dialog logic and machine learning models, and API integrations. In this role, you will:

1. Help your team identify customer needs and define a strategy for optimizing end-to-end customer journeys, aligning with Apple quality standards.
2. Lead, mentor, and encourage a team of Product Managers to ensure they are successful in their roles.
3. Come up with new insights and solutions that are both technically feasible and financially viable within realistic timeframes.
4. Break down vision and strategy into realistic timelines with iterative milestones, adjusting for problems and roadblocks.
5. Plan and implement data-gathering & feedback strategies to monitor and measure how applications are meeting customer and business needs.
6. Rely on data analysis and empirical information to support conclusions and make decisions.
7. Understand emerging technologies that may impact product roadmaps and enable new features.
8. Represent customer perspective across entire digital support journey, and be able to advocate for changes needed across various systems and teams in order to deliver seamless end-to-end experiences.
9. Consider the needs of Apple’s global customer base, including cultural and regional differences, to ensure scalability, performance, and market reach of our support offerings.

Minimum Qualifications

• 5+ years of product and cross-functional team management.
• 3+ years experience leading agile/cross-functional software development projects.
• Experience in product management or related field.
• Experience working in a technical environment, such as software development or IT.
• Demonstrated leadership skills and experience motivating and leading global cross-functional teams.
• Solid understanding of web and iOS app development fundamentals.
• Knowledgeable in natural language processing (NLP), machine learning, and large language models (LLM), and their applicability to conversational AI experiences.
• Ability to zoom in to be hands-on with product management responsibilities when needed, and zoom out to craft and articulate a multi-year platform vision tied to customer & business goals.
• Proven ability to work in global cross-functional teams and collaborate effectively with others.
• Ability to thrive in a fast-paced, dynamic environment.
• Outstanding written and verbal communication skills with ability to present to technical, non-technical, and executive audiences.
• Effective analytical skills with ability to use data to tell a story, drive root cause analysis, and extract concrete insight.
• Bachelor's degree in Computer Science, Engineering, or related field or equivalent experience.

Preferred Qualifications

• Past experience in a customer service/support role.
• MBA.

Pay & Benefits

• 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 $173,100 and $301,400, 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.

More

• 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.

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