AppleCare Digital is seeking a Technical Product Manager to build impactful features and support internal teams with the development of core technologies, specifically focusing on applying expertise in natural language processing (NLP), machine learning (ML), and Artificial Intelligence (AI) systems to enhance customer support journeys.
Requirements
- 3+ years of experience in a technical role involving machine learning, data analysis, or software engineering, ideally within a customer support context
- Experience creating products or tools reliant on large language models (LLMs)
- 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
Responsibilities
- Overseeing projects that use natural language models and generative AI to enhance Apple support customer journeys.
- 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.
- Help to lead the roadmap for these backend services and establish operational processes for tuning and sustaining MLMs and LLMs to optimize business logic.
- Establish governance processes to manage shared APIs across client apps including version adoption policies, regression testing, etc.
- Perform traditional Product Owner responsibilities in a Scrum team, including drafting user stories and acceptance criteria.
- 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.
- 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.
Other
- Prior experience in a product management or product owner role, ideally involving AI/ML products
- 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
- Experience leading Agile/Scrum software development projects as a Product Owner
- Working knowledge of SQL and data analysis / visualization tools, such as Tableau
