Job Title : Manager, Conversational Strategy and Experience
Location : Austin, TX
Company : Apple
Salary :
Open Date : 2023-02-02
Close Date : 2023-06-02
Summary Posted: Nov 1, 2022 Weekly Hours: 40 Role Number: 200438191 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. Are you a natural leader of people? Do you enjoy solving problems and helping customers? AppleCare Digital is seeking a driven manager to lead a team of Business Analysts and Conversational Designers to design, implement and optimize the automated assistant experience in AppleCare Digital’s messaging channels, and help drive the vision for Message Apple as the channel continues to expand and grow. We are looking for a leader with experience working in a support function and who is familiar with - and passionate about - operations in conversational channels, including asynchronous messaging and traditional chat. This leadership position is responsible for owning channel-wide operational strategy, including facilitating planning and execution processes, and ensuring overall readiness for new product launches and adoption of new channel features. The scope of this role impacts millions of Apple customers around the world who seek help through our support channels. Key Qualifications

• 7+ years of project management, program management or product management
• Drive to improve how things work, driving dramatic improvements for team quality, performance, agility, or effectiveness
• Self-motivated and proactive, with demonstrated creative and critical thinking capabilities
• Outstanding communication and presentation skills, written and verbal, to all levels of an organization
• Foundational understanding of conversational chat platforms and capabilities
• High attention to detail, self-sufficient in analyzing and drawing conclusions from raw and refined data
• Proficient with spreadsheet software (Numbers, Excel) and using formulas and pivot tables

Description In this role, your primary focus will be to develop strategies for guiding customers through automated dialog experiences. Curiosity and passion for solving problems will guide you and your team toward designing intuitive conversation flows. You’ll rely on both quantitive and qualitative information to assess customer needs and evaluate impacts of changes. You will coordinate and oversee necessary changes to complex system configurations that achieve successful business outcomes and positive impacts to customer experience, ensuring that the team has sound reasoning behind prioritization of their efforts. You will manage the workload of direct reports and extended team members who may report through other channels and hold them accountable to execution and results. This position requires strong working relationships with peers and partners to address cross-functional challenges. You’ll need to regularly and effectively interact with people on multiple teams, such as product managers, program managers, quality assurance leads, and data analysts. You will provide regular updates to leadership, and summarize key points and action required. You will make decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure. You’ll rely upon data analysis and empirical information to support your conclusions. The role requires setting clear objectives and goals for yourself and your team, and inspiring and motivating your team towards those goals. Performance is measured against broader business goals and the quality of work performed by the team. To be successful you will always consider the customer perspective across the entire Apple support journey and articulate key customer support needs to our partners in order to influence a best-in-class experience. Education & Experience BA/BS degree required, MBA is a plus Past experience in a customer experience/support function Additional Requirements

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