Technical Product Manager/Solution Architect, Performance Management Engineering

Cupertino, CA 95014
  • Job Code
    200232219
Summary

Summary

Posted: Apr 14, 2021

Weekly Hours: 40

Role Number:200232219

Apple is known for its world-class customer support, serving millions of customers around the world. The Contac...Summary

Summary

Posted: Apr 14, 2021

Weekly Hours: 40

Role Number:200232219

Apple is known for its world-class customer support, serving millions of customers around the world. The Contact Technologies organization builds the customer facing and contact center facing technology that powers Apple's contact centers. Our team, Performance Management Engineering, develops applications that help contact center team managers and quality evaluators effectively coach the many Advisors around the world to provide an Apple-grade "surprise and delight" experience to end customers.

Key Qualifications

  • 3 to 5+ years industry experience as a lead product manager
  • Hands on experience with solution architecture
  • 3 to 5+ years industry experience as a software engineer
  • Passion for managing technically complex projects that are fast paced and critical to the business
  • Knowledge of Performance Management, analytics, monitoring and AI/NLP technologies
  • Demonstrated ability to collaborate and build strong relationships with team members
  • Strong verbal and written communication skills
  • Attention to detail and user experience
  • Quick learner with an ability to self teach to navigate uncertainty and ambiguity
  • Curious problem solver who seeks to understand the underlying technology behind the product
  • Excellent problem solving skills, from design to engineering execution - including crisis management, communication, issue tracking, triaging and providing recommendations to users

Description

In this role, you'll be leading the software development, architecture and product management for a cross functional system with numerous applications ranging all the way from web applications, native macOS applications, services, databases, and NLP/ML. We are looking for a team member with strong fundamentals in both software product management and solution architecture, who has deep knowledge of providing world class customer experience solutions, and is a passionate problem solver.

Education & Experience

Bachelor's degree in Computer Science, Engineering or equivalent technical field; Master's degree is preferred.

Additional Requirements

  • Managing highly scalable systems and product development
  • Strong communication and organization skills
  • General knowledge of AI & NLP
  • Knowledge of Customer Support CRM solutions is a plus


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Technical Product Manager/Solution Architect, Performance Management Engineering

Apple, Inc.
Cupertino, CA 95014

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