Job Information
Apple Generative AI and ML Product Operations Analyst, Support Apps in Austin, Texas
Generative AI and ML Product Operations Analyst, Support Apps
Austin,Texas,United States
Machine Learning and AI
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.
Description
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.
Minimum Qualifications
Bachelors 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
Key Qualifications
Preferred Qualifications
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
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 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.
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) .