Generative AI and ML Product Operations Analyst, Support Apps
Imagine what you could do here. At Apple, new ideas have a way of becoming phenomenal products, services, and customer experiences very quickly. Bring passion and dedication to your job and there’s no telling what you could accomplish. From day one, you’ll have the opportunity to make meaningful contributions to the big picture inside our AppleCare Digital team.
AppleCare Digital is seeking an Analyst to help drive platform and product operations for generative AI initiatives in our customer-facing support apps. The role will focus on implementing and analyzing the performance of generative AI solutions in order to improve customer experience, increase issue resolution across support topics, and help achieve business goals as a result. It requires process-oriented creative thinking, and the ability to cut through ambiguity. The ideal candidate will have a data-driven mentality, an obsession with customer experience, and hands-on experience applying generative AI technology to end-customer interactions with proven, high-quality results.
As an Analyst focused on Generative AI Product Operations, you will help deliver high quality features and customer experiences using the latest emerging AI and ML technology, partnering closely with product management, data science and engineering to understand the team’s goals, requirements, capabilities, and constraints in order to optimize for results. You will develop a solid understanding of the team’s existing technical implementations and operational processes, and use that knowledge, alongside data-driven insights, to create informed improvements to prompts, recommend updates for model training and fine tuning, and iterate on performance measurement and benchmarking processes.
In this role, you will be responsible for creating an operational framework to enable the storage, versioning, organization, deployment, and monitoring of prompts at scale, as well as a set of repeatable processes for evaluating the performance of a range of generative and ML solution implementations, including creating and tracking new KPIs. Collaboration, consensus building and thoughtful and efficient communication will all be critical skills required to succeed.
- Bachelors degree in Engineering or Computer Science or equivalent experience
- 6+ years of experience working on cross-functional software development projects involving machine learning systems
- Demonstrated data-driven decision-making skills, including experience leading metrics-driven projects or programs
- Experience with prompt management systems and LLM evaluation
- Project management skills including project structuring, process definition, and managing multiple work streams interdependently
- Ability to communicate abstract ideas clearly, and independently manage complex project objectives
- Ability to independently draft and present deliverables, recommendations, timelines and communication strategies
- Masters in Engineering or Computer Science or equivalent experience, MBA a plus
- Understanding of LLM fine-tuning and evaluation metrics (e.g., BLEU, ROUGE, F1-score)
- Knowledge of XAI (explainable AI) tools (e.g., SHAP, LIME).
- Knowledgable in SQL, R/Python
- Expert in the use of industry-standard data analysis and reporting tools including Tableau
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