Product Manager, Conversational Support

Product Manager, Conversational Support

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.

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

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.