SummaryPosted: Jan 16, 2025Role Number:200587321Imagine 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.DescriptionDescriptionAs 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 QualificationsMinimum QualificationsBachelors in Engineering or Computer Science or equivalent experience6+ years of experience working on cross-functional software development projects involving machine learning systemsDemonstrated data-driven decision-making skills, including experience leading metrics-driven projects or programsExperience with prompt management systems and LLM evaluationProject management skills including project structuring, process definition, and managing multiple work streams interdependentlyAbility to communicate abstract ideas clearly, and independently manage complex project objectivesAbility to independently draft and present deliverables, recommendations, timelines and communication strategiesKey QualificationsKey QualificationsPreferred QualificationsPreferred QualificationsMasters in Engineering or Computer Science or equivalent experience, MBA a plusUnderstanding of LLM fine-tuning and evaluation metrics (e.g., BLEU, ROUGE, F1-score)Knowledge of XAI (explainable AI) tools (e.g., SHAP, LIME).Education & ExperienceEducation & ExperienceAdditional RequirementsAdditional RequirementsMore

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.