Technical Product Manager, AI/ML Support Features – Apple Support

Technical Product Manager, AI/ML Support Features

Apple is a place where extraordinary people gather to do their best work. Together we build products and experiences people once couldn't have imagined 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 a Technical Product Manager who is passionate about applying expertise in natural language processing (NLP), machine learning (ML), and Artificial Intelligence (AI) systems to build impactful features and support internal teams with the development of core technologies.

The Strategic Digital Experiences team is responsible for a suite of customer-facing applications providing support tools and capabilities to Apple's large customer base. These include getsupport.apple.com, the Apple Support app on iOS and visionOS, our AI-powered Support Assistant, and several more. As a member of this team you'll be responsible for managing a suite of services which provide core functionality to front-end client applications. These services dynamically manage customer journeys by tapping into backend core systems for real-time decisioning based on configured business rules and customer context, to match relevant support options to customer need. You'll also be responsible for implementing and maintaining complex generative AI capabilities utilizing large language models (LLMs), with an emphasis on privacy, security, and personal agency. Based on each unique situation, these AI/ML tools can recommend answers, self-service options, summarize articles, or offer videos and assisted solutions, including connecting with experts or scheduling reservations at a nearby Apple Store. This suite of AI/ML capabilities has become one of our most important platforms, central to the future of Apple's digital support solutions. Because of the criticality, we need a Technical Product Manager to help inform the path forward on a multi-year roadmap, as well as help with implementation of key capabilities, including governance of client integrations, enabling of new features in customer-facing applications, and operationalization of ongoing maintenance of these features.

In this role you will be responsible for the overseeing projects that use natural language models and generative AI to enhance Apple support customer journeys. You will partner with software developers & data scientists to iterate on a suite of web services enhancements providing natural language understanding (NLU) features to front-end clients, such as Apple Support app, getsupport.apple.com, Messages for Business and several others.

You will help to lead the roadmap for these backend services and establish operational processes for tuning and sustaining MLMs and LLMs to optimize business logic. You will establish governance processes to manage shared APIs across client apps including version adoption policies, regression testing, etc. This position requires you to perform traditional Product Owner responsibilities in a Scrum team, including drafting user stories and acceptance criteria. Your primary stakeholders will include members of our customer experience optimization teams, tasked with understanding the current customer experience, and identifying, managing and maintaining the right solutions for various customer support journeys across applications. You will establish strong working relationships with engineering teams, business partners, and application Product Owners. Lastly it's critical that you be able to effectively communicate technical concepts to both software developers and non-developers / business stakeholders.

You will dive deep into our data, becoming a subject matter expert in our key performance indicators, and influence and encourage the use of data across the team. You will develop a solid understanding of the team's existing technical implementations and operational processes, and use that knowledge combined with data-driven insights to create informed requirements for customer-facing features, feature enhancements, and model improvements.

Bachelor's degree in Computer Science, Engineering, or related field or equivalent experience

3+ years of experience in a technical role involving machine learning, data analysis, or software engineering, ideally within a customer support context

Prior experience in a product management or product owner role, ideally involving AI/ML products

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

Strong analytical and problem-solving skills, with the ability to analyze complex systems and identify areas for improvement.

Excellent written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical audiences

MBA or other advanced degree preferred

Experience leading Agile/Scrum software development projects as a Product Owner

Experience with deploying and monitoring machine learning models.

Experience with Natural Language Processing (NLP) scripting and automation of data extraction, data mining, transformation, and modeling outputs

Proficiency in at least one scripting language (e.g., Python, R) for data analysis, prototyping, and automation

Knowledge of web services protocols (REST, HTTP) and data formats (JSON and XML)

Proficiency with querying databases (e.g., SQL, graphQL, or others) for data extraction and manipulation

Working knowledge of SQL and data analysis / visualization tools, such as Tableau

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.