Manager, Conversational AI & Support Platforms

MaziCTools; United States; Remote; USD 173,000 - 301,000; Full time

Benefits offered by this job

Comprehensive medical and dental cover

retirement benefits

a range of discounted products and a?e

for formal education related to Apple,

discretionary bonuses or commission or

Job summary

AppleCare Digital is seeking a Manager, Conversational Products, to define and execute the roadmap for AppleCare Digital’s conversational platform and front-end chat applications. You will lead a team of Product and Program Managers, translate customer needs into strategy, and ensure end-to-end experiences across global platforms.

You will mentor world-class teams, partner with engineering and business units, and leverage NLP/ML insights to deliver scalable, innovative conversational AI features

Qualifications

• 5+ years of product and cross-functional team management.
• 3+ years experience lead agile/cross functional software development projects.
• Experience in product management or related field.
• Experience working in a technical environment, such as software development or IT.
• Demonstrated leadership skills and experience motivating and leading global cross-functional teams.
• Solid understanding of web and iOS app development fundamentals.
• Knowledgable in natural language processing (NLP), machine learning and large language models (LLM), and their applicability to conversational AI experiences.
• Ability to zoom in to be hands-on with product management responsibilities when needed, and zoom out to craft and articulate a multi-year platform vision tied to customer & business goals.
• Proven ability to work in global cross-functional teams and collaborate effectively with others.
• Ability to thrive in a fast-paced, dynamic environment.
• Outstanding written and verbal communication skills with ability to present to technical, non-technical, and executive audiences.
• Effective analytical skills with ability to use data to tell a story, drive root cause analysis and extract concrete insight.
• Bachelor’s degree in Computer Science, Engineering, or related field or equivalent experience.

Responsibilities

• Define and execute the roadmap for AppleCare Digital’s conversational platform and front-end chat applications.
• Lead, mentor, and encourage a team of Product Managers.
• Identify customer needs and define a strategy for optimizing end-to-end customer journeys.
• Break down vision into timelines with iterative milestones.
• Plan and implement data-gathering & feedback strategies to monitor effectiveness.
• Rely on data analysis to support conclusions and decisions.
• Understand emerging technologies impacting product roadmaps.
• Advocate for changes across systems to deliver seamless end-to-end experiences.
• Consider global customer needs for scalability and market reach.

Skills

Product management

Agile methodologies

Leadership

Cross-functional collaboration

Web development basics

iOS app development basics

NLP / ML / LLM

Data-driven decision making

Executive presentation

Global teamwork

Communication

Hands-on PM

Fast-paced environment

Bachelor’s degree in CS/Engineering

Education

Bachelor’s degree in Computer Science, Engineering, or related field or equivalent experience

MBA

Job description

AppleCare Digital is seeking a Manager, Conversational Products, to define and execute the roadmap for AppleCare Digital’s conversational platform and front-end chat applications. You will lead a team of Product and Program Managers, translate customer needs into strategy, and ensure end-to-end experiences across global platforms.

You will mentor world-class teams, partner with engineering and business units, and leverage NLP/ML insights to deliver scalable, innovative conversational AI features