Program Manager, Conversational Support

Austin, TX 78701
  • Job Code


Posted: Jun 23, 2021

Weekly Hours: 40

Role Number:200253335

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, an...Summary


Posted: Jun 23, 2021

Weekly Hours: 40

Role Number:200253335

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish.

The people here at Apple don't just craft products - they build the kind of wonder that's revolutionized entire industries. It's the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it.

AppleCare Digital is seeking a Program Manager to help drive new programs and expansion in Apple's Conversational Support channels. The Conversational Support team is responsible for building and executing a vision for simple, intelligent support through messaging applications, including Business Chat (in Messages) and WeChat, using automated self-service and human assisted support delivered through the application of new and emerging technology.

This highly visible leadership role will partner with product managers, conversational designers and business analysts, as well as with business partners and software engineering teams, to coordinate, plan, and drive execution on key initiatives. These initiatives may include new product feature launches, large cross-business integrations, new language or country expansions, as well as improvements on and scalability of existing team processes.

The ideal candidate will have confirmed experience with project & program management, team leadership, and proven track record of delivering sophisticated, large scale projects on time, in alignment with team and organizational priorities. The position requires process-oriented, creative thinking, and the ability to cut through ambiguity, while using both problem-solving and relationship-building skills. Exceptional written and verbal communication skills are required as well as comfort with addressing both peers and senior executives/management.

Key Qualifications

  • Impact and influence: Directs efforts and output of different internal groups, including governance and cross-functional project teams. Expects and gets quality, and takes ownership for outcome.
  • Communication and relationship management: Establishes strong working relationship with peers and partners to address cross-functional process and influence changes outside of the team. Communicates concisely and clearly in oral and written forms. Actively resolves conflicts with confidence and compassion.
  • Quality and results focus: Has good eye for business with a strong quality ethos. Meets commitments and drives closure to open items. Provides regular status updates to partners and management. Summarizes issues to key points and actions required. Drives day-to-day product management activities to meet overall roadmap objectives.
  • Technical aptitude: Possesses a confirmed foundational understanding of basic machine learning principles, natural language processing capabilities, and web services (restful APIs). Has ability to pick up sophisticated technical concepts quickly, with enough understanding to be able to synthesize multiple perspectives or inputs and add value to collaborative discussions.
  • Program management skills: Works closely with team members to understand specific requirements for initiatives and programs, and accurately scopes length and difficulty of multiple tasks and projects. Sets objectives and goals for self and team. Breaks work down into realistic process steps. Identifies risks and communicates them to partners and management. Anticipates and adjusts for problems and roadblocks. Measures performance against goals. Evaluates results and holds self and others accountable.
  • Customer orientation: Incorporates customer impact in all team activities with the goal of improving overall experience and usability while keeping associated costs low. Maintains a focus on customer experience and consistency with Apple product customer experience.
  • Decision-making: Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure. Uses data analysis and empirical information to support conclusions.


As a Program Manager for Conversational Support, your primary focus will be to ensure smooth sailing of key initiatives and major, cross-functional projects by aligning timelines, outlining and leading scope, and organizing and owning commitments with key partners. You will also lead cross-functional relationships with Engineering, Retail, and Contact Center teams within AppleCare as well as other Product and Engineering teams across Apple, to ensure new projects are kicked-off with the right set of expectations, and are handled clearly and collaboratively on an ongoing basis.

You will work closely with the team to deeply understand existing technical implementations and operational processes, with the goal of helping the team execute and scale ongoing operations successfully and efficiently.

You will own communications around roadmap planning and release timelines within the team and across the organization, and should yourself seek out cross-functional updates as needed in order to proactively gain understanding of any project affecting the team. You will be responsible for synthesizing team involvement across multiple ongoing projects to ensure team and organizational priorities and committed product roadmap are upheld. In doing so, you will need understand the impact these priorities have on the end customer, ongoing team operations, and the broader organization, and be able to navigate seamlessly between and across all three perspectives.

Responsible for highlighting and calling out any red flags or threats to any given project, creating urgency and calling for partners to take action, as well as identifying and suggesting opportunities for resolution. You will use every opportunity to identify improvements to how the team works, both together and with stakeholders and partner teams, and continually optimize the ways in which work is supervised, as the team and our scope grows.

Education & Experience

6+ years of related experience with a Bachelor's degree, or 3+ years and a Master's degree

Additional Requirements

  • Experience with cross-functional and or software development projects
  • Experience in a customer experience and/or support function
  • Experience with internal platform tools and products, conversational design, or artificial intelligence a plus

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Program Manager, Conversational Support

Apple, Inc.
Austin, TX 78701

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