Apple · 2 months ago
Generative AI and ML Product Operations Program Manager, Support Apps
Sunnyvale, California, United States
Full-time
Onsite
Senior Level
$181K/yr - $318K/yr
6+ years expAppleCare Digital brings the highest standard of quality and innovation to Apple customers around the globe across a broad range of digital experiences. 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.
AppsArtificial Intelligence (AI)BroadcastingDigital EntertainmentFoundational AIMedia and EntertainmentMobile DevicesOperating SystemsTVWearables
Responsibilities
Champion system design for new features including collaborating closely with product managers and engineers to translate complex AI/ML capabilities into intuitive, user-friendly configuration and business analyst capabilities
Prioritize product features by balancing user impact, technical feasibility, and readiness, effectively translating ambiguous ML goals into clear user problems and actionable product requirements
Work to integrate and optimize ML functionality with established systems to ensure data quality, feature availability, and feedback loops are in place
Develop and manage comprehensive program roadmaps, defining clear objectives, key results, milestones, and dependencies for ML integration projects, proactively identifying and mitigating risks to ensure on-time and high-quality delivery
Facilitate effective communication and stakeholder alignment by providing regular, transparent updates on program status, challenges, and successes to executive leadership and various internal teams, fostering strong partnerships and informed decision-making
Influence continuous improvement through data and feedback by providing robust mechanisms for collecting, analyzing, and acting upon user feedback and performance metrics specific to ML-driven features; Partnering closely with product and cross-functional program teams to inform model refinement and future product enhancements
Collaborate with Data Science and Engineering teams on the ML model lifecycle, ensuring efficient processes for data collection, model training, performance evaluation, deployment, and robust monitoring
Qualification
Required
Bachelors in Engineering, Computer Science or similar field of study with 8 years of applicable experience, or a Master's degree in a similar field with 6 years of applicable experience
4-6 years of program management experience including program strategy, process definition, planning, execution, risk management, and resource allocation, while managing multiple work streams interdependently
Demonstrated data-driven decision-making skills, including experience leading metrics-driven projects or programs
Experience with tools like Tableau to measure KPI's (CSAT, customer effort, self service adoption, abandon rate, etc.)
Strong understanding of the machine learning development lifecycle (MLOps), including data pipelines, model training, evaluation, deployment, and monitoring, to effectively guide technical discussions
Proficient in applying Agile/Scrum principles to manage dynamic product development cycles, particularly in environments integrating cutting-edge ML technologies, prompt management systems and LLM evaluation
Excellent written and verbal communication skills, capable of articulating technical concepts to non-technical audiences. Able to independently draft and present deliverables, recommendations, timelines, status updates and communication strategies to executives
Able to lead, partner and drive consensus with product, UX/UI, engineering and other cross functional partners to translate ML capabilities into product features and user experiences
Strong understanding of how backend configuration tools and ML model deployment systems are designed and managed. Ability to influence the architecture and usability of these internal tools to ensure they effectively enable agile iteration, robust control, and optimal user experience for ML-powered features
Preferred
MBA a plus
Knowledgable in SQL, R/Python
Proven success leading programs that span ML and/or digital support channels (chat, self-service) or contact center/IVR systems
Experience building AI-powered support solutions (e.g., virtual agents, chatbots, predictive routing)
Understanding of agile and design thinking methodologies
Benefits
Comprehensive medical and dental coverage
Retirement benefits
A range of discounted products and free services
Reimbursement for certain educational expenses — including tuition
Discretionary bonuses or commission payments
Relocation
Company
Apple
Apple is a technology company that designs, manufactures, and markets consumer electronics, personal computers, and software.
10001+ employees
H1B Sponsorship
Apple has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (6998)
2024 (3766)
2023 (3939)
2022 (4822)
2021 (4060)
2020 (3656)
Funding
Current Stage
Public CompanyTotal Funding
$5.67BKey Investors
Berkshire HathawayMicrosoftSequoia Capital
2025-05-05Post Ipo Debt· $4.5B
2025-01-16Post Ipo Debt· $0.31M
2021-04-30Post Ipo Equity
Leadership Team
Tim Cook
CEO
Craig Federighi
SVP, Software Engineering
Recent News
Venrock
2025-12-01
2025-09-25
Mac Daily News
2025-09-25
Company data provided by crunchbase