AppleCare Digital is looking to improve the customer experience for its digital properties, specifically the Apple Support App and the ‘Get Support’ web app, by ensuring that machine learning models used are useful, accurate, and responsibly integrated. The AI/ML Product Ops Program Manager will drive improvements to customer experience, product platforms, and backend services through data-driven insights and systems thinking, leading to impactful, trustworthy, and scalable AI-driven experiences.
Requirements
- Strong understanding of the machine learning development lifecycle (MLOps), including data pipelines, model training, evaluation, deployment, and monitoring, to effectively guide technical discussions.
- Proficient in applying Agile/Scrum principles to manage dynamic product development cycles, particularly in environments integrating cutting-edge ML technologies, prompt management systems and LLM evaluation
- Knowledgable in SQL, R/Python
- Experience building AI-powered support solutions (e.g., virtual agents, chatbots, predictive routing).
- Understanding of agile and design thinking methodologies
- Demonstrated data-driven decision-making skills, including experience leading metrics-driven projects or programs
- Experience with tools like Tableau to measure KPI’s (CSAT, customer effort, self service adoption, abandon rate, etc.)
Responsibilities
- Champion system design for new features including collaborating closely with product managers and engineers to translate complex AI/ML capabilities into intuitive, user-friendly configuration and business analyst capabilities.
- Work to integrate and optimize ML functionality with established systems to ensure data quality, feature availability, and feedback loops are in place.
- Develop and manage comprehensive program roadmaps, defining clear objectives, key results, milestones, and dependencies for ML integration projects, proactively identifying and mitigating risks to ensure on-time and high-quality delivery.
- Influence continuous improvement through data and feedback by providing robust mechanisms for collecting, analyzing, and acting upon user feedback and performance metrics specific to ML-driven features; Partnering closely with product and cross-functional program teams to inform model refinement and future product enhancements.
- Collaborate with Data Science and Engineering teams on the ML model lifecycle, ensuring efficient processes for data collection, model training, performance evaluation, deployment, and robust monitoring.
- Translate generative AI and ML feature ideas into efficient systems, scalable tools, and delightful customer experiences.
- Strong understanding of how backend configuration tools and ML model deployment systems are designed and managed. Ability to influence the architecture and usability of these internal tools to ensure they effectively enable agile iteration, robust control, and optimal user experience for ML-powered features.
Other
- Bachelors in Engineering, Computer Science or similar field of study with 8 years of applicable experience, or a Master's degree in a similar field with 6 years of applicable experience
- 4-6 years of program management experience including program strategy, process definition, planning, execution, risk management, and resource allocation, while managing multiple work streams interdependently
- Excellent written and verbal communication skills, capable of articulating technical concepts to non-technical audiences. Able to independently draft and present deliverables, recommendations, timelines, status updates and communication strategies to executives
- Able to lead, partner and drive consensus with product, UX/UI, engineering and other cross functional partners to translate ML capabilities into product features and user experiences
- MBA a plus
