Machine Learning Program Manager Austin,Texas,United States Machine Learning and AI The AppleCare BIOS Team is looking for a strong Program Manager to help drive strategy and deploy responsible Machine Learning for the AppleCare contact center. The team is focused on the building blocks for Machine Learning, and an ideal candidate would have sufficient technical breadth and depth in the Machine Learning / Data Science domain to guide and drive Machine Learning solutions. This is a fast-paced team with aggressive goals. It is a unique opportunity to work on strategic projects and help the Apple Care organization achieve its business goals. The team is cohesive and collaborative with amazing talent and tremendous drive. **Description** 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 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. **Minimum Qualifications** + Strong understanding of the ML and NLP space, and experience working with large language models + 5-7 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 **Key Qualifications** **Preferred Qualifications** + Knowledge of SQL and python + Experience working with knowledge graphs + Experience managing as large, cross-functional contact center or support initiatives, preferably with an emphasis on Contact Center Advisor tools + Experience with agile development methodologies **Education & Experience** **Additional 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.Learn more about your EEO rights as an applicant. (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) **Apple Footer** 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. Learn more about your EEO rights as an applicant (Opens in a new window) . Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. United States Department of Labor. Learn more (Opens in a new window) . Apple participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program (Opens in a new window) . Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) . Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) . Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. If you’re applying for a position in San Francisco, review the San Francisco Fair Chance Ordinance guidelines (opens in a new window) applicable in your area. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.