Machine Learning Program Manager

Summary

Posted: Feb 12, 2025

Weekly Hours: 40

Role Number:200588931

The AppleCare BIOS Team is looking for a strong Program Manager to help drive strategy and deploy responsible Machine Learning for the AppleCare contact center. The team is focused on the building blocks for Machine Learning, and an ideal candidate would have sufficient technical breadth and depth in the Machine Learning / Data Science domain to guide and drive Machine Learning solutions. This is a fast-paced team with aggressive goals. It is a unique opportunity to work on strategic projects and help the Apple Care organization achieve its business goals. The team is cohesive and collaborative with amazing talent and tremendous drive.

Description

Conceive, analyze, influence, and develop strategic process improvement and new ML program initiatives for Apple’s support business. Collaborate with engineering and data science teams to ensure product alignment with business goals and technical requirements. Analyze current state tools and procedures for strategic change to improve the contact center and help achieve their overall business objectives. Ensure initiative alignment with business vision, strategy and deployment within company. Communicate product features and progress to stakeholders, including senior leadership Represent the the team and organization as a whole to other internal groups and occasionally to customers to ensure that Apple’s service and support objectives are understood. Ensure a smooth, effective program introduction and implementation by coordinating support requirement efforts with cross-functional partners. Act independently and as a top level contributor in determining project direction and frequently is a team leader on major, complex projects. Actively seek new knowledge and innovative solutions to business problems.

Minimum Qualifications

• Strong understanding of the ML and NLP space, and experience working with large language models
• 5-7 years project/program management experience managing projects/programs of all sizes
• Strong analytical skills
• Excellent communication, collaboration, and leadership skills
• Ability to develop and maintain relationships within the cross-functional teams
• Ability to work independently and drive results in a fast-paced environment
• BS/BA or equivalent experience required

Preferred Qualifications

• Knowledge of SQL and python
• Experience working with knowledge graphs
• Experience managing as large, cross-functional contact center or support initiatives, preferably with an emphasis on Contact Center Advisor tools
• Experience with agile development methodologies