Technical Product Manager, Online Services

Santa Clara Valley (Cupertino), California, United States
Support and Service


Posted: Nov 26, 2018
Weekly Hours: 40
Role Number: 200013415
Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. The people here at Apple don’t just build 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. Apple Support Online is seeking a Product Manager help lead a suite of services (RESTful APIs). Those API's power critical parts of front-end client applications such as Contact Apple Support, Apple Support App, Business Chat, WeChat, and several internal applications. These services lead customer journeys by tapping into a number of support systems for real-time availability to match support solutions to customer context. The “Journey Engine” can deliver and execute support solutions such as calls, chats, messages, or emails with AppleCare Advisors, Genius-Bar reservations, Mail In repairs, self solve transactions, knowledge base recommendations, and more. As the central decision engine for many of our customer experiences, this suite of web services has become one of our most significant products, central to the future of Apple Support. Because of the criticality, we need a Technical Product Manager to guide the path forward for building admin controls, governing and guiding client integrations, and enabling new capabilities such as intelligent support troubleshooting recommendations based on machine learning. In this role, you will partner with data scientists and engineers to design and implement new models, and incorporate them into our platform.

Key Qualifications

  • Knowledge of common web service protocols (REST, HTTP, JSON)
  • Solid understanding of Service Oriented Architecture
  • Familiar with the latest industry standards for web services and reusable software components
  • Experience diagnosing and debugging complex systems
  • Working knowledge of ML, NLP, and AI
  • Comfortable working in a research environment exploring the unknown


Partners with developers to deliver services improvements that support new intelligent solutions within front-end clients and web applications Leads roadmap for internal admin interfaces that enable simplified management of configurations and business rule changes Creation and socialization of process to lead shared APIs across client apps including version adoption policies, regression testing, etc. Performs traditional Product Owner responsibilities in Scrum team, including writing of user stories and acceptance criteria Establishes strong working relationships with IS&T, business partners, and Product Owners Communicates technical concepts effectively to both developers and non-developers / partners

Education & Experience

B.S. in Computer Science or equivalent experience 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.

Additional Requirements