20 days old

Sr. Program Manager, Conversational Support Summary

Cupertino, CA 95014
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Posted: Jul 18, 2020

Weekly Hours: 40

Role Number:200177173

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


Posted: Jul 18, 2020

Weekly Hours: 40

Role Number:200177173

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 encourages 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 the growth and expansion of 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 prioritize, 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 proven experience with project & program management, team leadership, and a solid track record of delivering complex, large scale projects on time, in alignment with priorities. The position requires creative thinking, and the ability to cut through ambiguity, while using both problem-solving and relationship-building skills. Outstanding written and presentation skills are required as well as comfort with speaking publicly to 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 excellence, and takes ownership of outcomes.
  • 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 issues with confidence and empathy.
  • Quality and results focus: Has a 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 solid 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 synthesize multiple perspectives or inputs and add value to collaborative discussions.
  • Program Management: 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. 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. 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. Uses data analysis and empirical information to support conclusions.


You will work closely within the team to fully understand existing technical implementations and operational processes, with the goal of helping the team execute and scale ongoing operations effectively and efficiently. You will help ensure smooth sailing of key initiatives and projects by aligning timelines, outlining and managing scope, and organizing and owning commitments with key partners. You will also manage cross-functional relationships with Engineering, Retail, and Contact Center teams, and create alignment across the partner groups in order to ensure that new projects are kicked-off with the right set of expectations, and are managed transparently and collaboratively on an ongoing basis. You will own communications around roadmap planning and release timelines across the organization, and should yourself seek out cross-functional updates as needed 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 to deeply 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. You will be responsible for highlighting and calling out any red flags or threats to any given project, 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 partner teams, and continually optimize the ways in which work is tracked, as the team and our scope grows.

Education & Experience
- 10+ years of related experience with a Bachelor's degree, or 7+ years and a Master's degree
- 5+ years working 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

Additional Requirements

Jobs Rated Reports for Computer Programmer

Posted: 2020-07-18 Expires: 2020-08-17

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Sr. Program Manager, Conversational Support Summary

Apple, Inc.
Cupertino, CA 95014

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Computer Programmer
61st2018 - Computer Programmer
Overall Rating: 61/220
Median Salary: $82,240

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