Technical Product Manager, AI/ML Support Features
Apple
Software Engineering, Product, IT, Data Science, Customer Service
Sunnyvale, CA, USA
Posted on Nov 4, 2025
AppleCare Digital brings the highest standard of quality and innovation to Apple customers around the globe across a broad range of digital experiences. The organization is responsible for support and service experiences that span content, web assets, customer tools and apps, community forums, analytics, SEO, and social media. Join the Digital Product Ops team which leads customer experience improvements for two of Apple’s most impactful digital properties - the Apple Support App and the ‘Get Support’ web app (getsupport.apple.com) which impact millions of customers every day. We help customers describe and solve support problems with digital content and video; we also connect customers with assisted support options like the Genius Bar and phone and chat advisors. At our core, we create experiences that seamlessly help customers use and love their Apple products. The AI/ML Product Ops Program Manager ensures that the machine learning models we use to make our customer experience better are truly useful, accurate, and responsibly integrated into our customer facing platforms and backend systems. In this role, you will develop a solid understanding of the team’s existing technical implementations and operational processes, and use that knowledge, alongside data-driven insights and systems thinking, to create informed improvements to our customer experience, product platforms or backend services, for impactful and trustworthy and scalable AI-driven experiences. We are seeking an individual who can work independently and also thrives working on a collaborative team and is ready to roll up their sleeves to get things done. The ideal candidate will need to be well versed in both organizational strategy and technical product capabilities so they can transform customer and business problems into actionable solutions. We are looking for someone who has a vision for the future and is excited about leading and participating in ideation sessions.