Job Details

Product Manager, Conversational Support

Austin, Texas, United States

Machine Learning and AI

Summary

Posted: Apr 11, 2025

Role Number: 200598581

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 include:
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

• Understanding of the technical basics in building complex conversational systems, familiarity with JSON, payload, RAG, fine tuning, and intent recognition

Preferred Qualifications

• 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) .

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) .

Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation.

Apple participates in the E-Verify program in certain locations as required by law.Learn more about the E-Verify program (https://www.apple.com/jobs/pdf/EverifyPosterEnglish.pdf) .

Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Reasonable Accommodation and Drug Free Workplace policy Learn more .

Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more .

Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. If you’re applying for a position in San Francisco, review the San Francisco Fair Chance Ordinance guidelines applicable in your area.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.