Summary Posted: Oct 25, 2023 Weekly Hours: 40 Role Number: 200510191 The Retail Online organization is looking for an outstanding proven leader to join our Global Business Process Re-Engineering organization. This role will lead our Conversational Engineering team, and will be chartered with a continued ability to scale and deliver natural, and relevant dialogue with customers engaging via our Conversational AI platforms (voice and chat). This leader will be responsible for the Product ownership, vision, and implementation of these platforms, as well as the operational oversight required to ensure that we continue to create the experiences that our customers love.
The ideal candidate will have experience leading high-performing, global teams, and shaping functional strategy in support of business goals, focusing on platform capabilities, natural language processing (NLP), and operational excellence. Candidates should have prior experience leading a Conversational AI Product function in a contact center e-commerce environment, and a demonstrated understanding of best in class technologies and capabilities across this domain. Key Qualifications Key Qualifications 10-12+ years experience leading globally diverse product teams in an e-commerce function Demonstrated expertise and ownership of conversational AI, machine learning, and NLP platforms in a multi-lingual contact center environment Has deep understanding of current trends in conversational systems platforms (ex. Large language models, generative content) Knowledgeable of industry relevant KPI’s and measures for conversational AI within an e-commerce landscape Demonstrated experience building management systems to oversee Conversational AI platforms, with a focus on new feature delivery, platform operations, and overall engagement quality Experience analyzing conversational data (chats, calls) and using it to build insights that will inform product and operational roadmaps Experience in both Waterfall and Agile product/program management methodologies Builds sound business strategies, and converts strategy into action by setting clear goals, articulating problem and opportunity statements clearly, and using available resources and timelines to deliver quality software and process based solutions. Uses deep technical expertise to ensure the platform architectures scale and flex as needed to adapt to rapidly changing needs in this domain. Is a builder of global teams, strategy, and team culture. Communicates effectively at all levels, builds trust, credibility, and lasting partnerships across organizations. Description Description You will be leading an organization that is responsible for the customer facing voice of Apple, which includes:
Advising and leading the evolution and expansion of our Conversational System platforms and capabilities
Defining, building advocacy for, and driving the platform, technology, and operational strategies/roadmaps for your team and platforms
Collaborating with business partners and team members to identify customer insights, opportunity areas for incremental content/focus, and needs for additional platform capability
Engaging with our Engineering partners to build a shared vision/roadmap of critical platform needs, and ensuring they are represented appropriately in our funding/planning processes
Defining and measuring critical metrics to drive product planning and operational improvements
Continuously building technical proficiency and knowledge in the functional domains where you’ll lead
Developing your team to create future technical and organizational leaders
Seeing around corners to identify short and long-term risks/needs, and inspiring change to mitigate these before they result in any impact to the team or customers
Stitching across the Online portfolio of work to identify synergies/obstacles that exist in our programs, and where Conversational AI may be of benefit Education & Experience Education & Experience BA/BS or equivalent experience Additional Requirements Additional Requirements Apple’s most meaningful resource, our soul, is our people. Apple benefits help further the well-being of our employees and their families in meaningful ways. No matter where you work at Apple, you can take advantage of our health and wellness resources and time-away programs. We’re proud to provide stock grants to all employees of the company, and we also give employees the option to buy Apple stock at a discount — both offer everyone at Apple the chance to share in the company’s success. You’ll discover many more benefits of working at Apple, such as programs that match your charitable contributions, reimburse you for continuing your education and give you special employee pricing on Apple products. Apple's benefits programs vary by country and are subject to eligibility requirements. Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Apple is a drug-free workplace. Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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