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 Product Manager, Conversational Support - Austin, Texas, United States

Job information
Posted by: Apple 
Hiring entity type: Retail 
Work authorization: Not Specified for United States
Position type: Direct Hire, Full-Time 
Compensation: ******
Benefits: See below
Relocation: Not specified 
Position functions: Computers - Programming Languages
Computers - Platforms
Computers - Networks
Computers - Software Engineer
Travel: Unspecified 
Accept candidates: from anywhere 
Languages: English - Fluent
Minimum education: See below 
Minimum years experience: See below 
Resumes accepted in: English
Cover letter: No cover letter requested
Job code: 200308831 / Latpro-3839720 
Date posted: Nov-10-2021
State, Zip: Texas, 78729


Product Manager, Conversational Support

Austin , Texas , United States

Support and Service


Posted: Nov 8, 2021

Weekly Hours: 40

Role Number: 200308831

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 Product Manager to help drive the features and roadmap for Apple's Conversational Support channels. The Conversational Support team is responsible for building and implementing a vision for simple, intelligent support through messaging applications, including Messages for Business and WeChat, using automated self-service and human assisted support, delivered through the application of new and emerging technology. This position can be based onsite in Austin, TX. or Cupertino, CA.

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 for outcome.
  • Technical proficiency: Possesses a proven foundational understanding of basic data science and 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 make valuable contributions to team discussions.
  • Quality and results focus: Has good eye for business with a strong quality ethos. Provides regular status updates to partners and management. Summarizes issues to key points and actions required. Drives product management activities to meet overall roadmap objectives.
  • Program management skills: Works closely with team members to understand specific requirements for initiatives and programs. 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.
  • Communication and relationship management: Establishes strong working relationship with peers and partners to address cross-functional process and inspire changes outside of the team. Communicates concisely and clearly in oral and written forms. Actively resolves conflicts with confidence and compassion.
  • Passion for innovation: Enjoys brainstorming new ideas. Actively seeks to improve upon status quo and thinks creatively in identifying solutions.


As a Product Manager for Conversational Support, your focus will be on assessing business and customer needs, identifying new customer experiences or improvement opportunities, and completing those ideas while gaining consensus and agreement from teammates, cross-functional partners and leadership. You will work highly cross-functionally to align timelines, outline and manage scope, and prioritize and own commitments with key partners. You will go deep into our data, becoming a subject matter expert in our key performance measurements, and influence and encourage the use of data across the team. You will develop a solid understanding of the team's existing technical implementations and operational processes, and use that knowledge as well as data-driven insights to build informed requirements for customer-facing features, conversational support tool enhancements, and improvements to model training, dialog configuration or performance measurement processes. You will generate user stories and technical requirements with a focus on the details, and partner with software engineering teams to implement with both quality and efficiency in mind.

Education & Experience

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


See job description


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