Manager, Conversational Products, AppleCare Digital

Summary
Apple is a place where extraordinary people gather to do their best work. Together we build products and experiences people once couldn't have invented 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 an experienced manager to direct a team focused on Conversational Support applications, including the official Apple account in Messages and Apple Support's web chat experience. This leadership position is responsible for building and executing a vision for automated self-service and human assisted support delivered through emerging applications of technology.

Are you a natural leader of people? Do you inspire your teams with creative thinking? In this role, you will lead a team of Product and Program Managers and manage complex cross-functional relationships across engineering and business partner teams. You will have in depth experience in program management and conversational tools and related technology, along with designing, developing, testing, launching and sustaining new applications in an Agile environment.



Description
As Manager, Conversational Products, you are responsible for defining and executing the roadmap for AppleCare Digital's conversational platform and front-end chat applications, including new capabilities and features, dialog logic and machine learning models, and API integrations.

In this role, you will:

Help your team identify customer needs and define a strategy for optimizing end-to-end customer journeys, aligning with Apple quality standards.

Lead, mentor, and encourage a team of Product Managers to ensure they are successful in their roles.

Come up with new insights and solutions that are both technically feasible and financially viable within realistic timeframes.

Break down vision and strategy into realistic timelines with iterative milestones, adjusting for problems and roadblocks.

Plan and implement data-gathering & feedback strategies to monitor and measure how applications are meeting customer and business needs.

Rely on data analysis and empirical information to support conclusions and make decisions.

Understand emerging technologies that may impact product roadmaps and enable new features.

Represent customer perspective across entire digital support journey, and be able to advocate for changes needed across various systems and teams in order to deliver seamless end-to-end experiences.

Consider the needs of Apple's global customer base, including cultural and regional differences, to ensure scalability, performance, and market reach of our support offerings.

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