AppleCare is seeking a Product Manager, Conversational Support to drive key conversational products, leveraging large language models to transform customer engagement and deliver remarkable customer experiences.
Requirements
- 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)
- Experience with conversation design, UX design
- Experience with internal platform tools and products
- Familiarity with customer support systems
Responsibilities
- Own customer-facing conversational experiences across web, Messages, voice, and Apple Support app
- Identify, define, scope, launch, and sustain generative AI capabilities and tools
- Partner with business stakeholders, engineers, designers, and analysts
- 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
Other
- Make decisions with a customer-first mindset
- Engage with business partners to drive alignment and a shared understanding
- Actively contribute forward-looking ideas and participate in roadmap planning
- Demonstrated focus on customer and consumer experience
- Seeks to build strong relationships beyond your working team
