Machine Learning Program Manager

Strong understanding of the ML and NLP space, and experience working with large language models
5+ years project/program management experience managing projects/programs of all sizes
Strong analytical skills
Excellent communication, collaboration, and leadership skills
Ability to develop and maintain relationships within the cross-functional teams
Ability to work independently and drive results in a fast-paced environment
BS/BA or equivalent experience required

Conceive, analyze, influence, and develop strategic process improvement and new ML program initiatives for Apple’s support business
Collaborate with engineering and data science teams to ensure product alignment with business goals and technical requirements
Analyze current state tools and procedures for strategic change to improve the contact center and help achieve their overall business objectives
Ensure initiative alignment with business vision, strategy and deployment within company
Communicate product features and progress to stakeholders, including senior leadership
Represent the team and organization as a whole to other internal groups and occasionally to customers to ensure that Apple’s service and support objectives are understood
Ensure a smooth, effective program introduction and implementation by coordinating support requirement efforts with cross-functional partners
Act independently and as a top level contributor in determining project direction and frequently is a team leader on major, complex projects
Actively seek new knowledge and innovative solutions to business problems

7+ years project/program management experience managing projects/programs of all sizes
Knowledge of SQL and python
Experience working with knowledge graphs
Experience managing large, cross-functional contact center or support initiatives, preferably with an emphasis on Contact Center Advisor tools
Experience with agile development methodologies