Conversational System Manager

Imagine what you could do here! The people here at Apple don’t just create 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. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work.

Here on the Apple Store Online team, we are responsible for Apple’s largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things.

The manager role is responsible for building and managing a high-performing team of product manager and conversational designers across China’s key digital touchpoint. This role will lead the strategic direction and execution of conversational experience for Apple Store Online, platforms etc. As the lead of the China market-specific enhancement within APAC Retail Conversational System organization, you will drive localization excellence while maintaining global brand consistency.

You will develop and lead a team to deliver intuitive, brand-aligned AI interactions that elevate customer customer experience and drive business outcomes. This role requires deep expertise in conversational AI, e-commerce ecosystems, and cross-functional leadership. You will collaborate closely with shared platform team, regional stakeholders, and global partners to ensure China’s conversational experiences meet both local market needs and international standards.
Develop the China conversational design team with the evolvement of technology.
Own the conversational experience strategy and roadmap for all China digital channels.
Partner with conversational AI product managers to leverage centralized AI models, and build the aligned roadmap for China-specific tools and products, including webform, centralized specialist tool, WeCom requirement for RCC SMB etc.
Represent China market-specific requirements in product discussions and cross functional collaborations.

Responsibilities

• Team leadership & development: establish and enhance process, standards and drive people development.
• Strategic planning: define and execute the conversational AI roadmap for China market-specific product and experience; align with APAC leadership on priorities and resource allocation.
• Cross-platform experience design: oversee design and optimization of AI chat experiences across intelligent webform, centralized specialist tool, Tmall/Douyin, ASO, WeChat and WeCom channels ensuring consistency and localization.
• Stakeholder collaboration: able to build trust and effective teamwork with stakeholders; integrate conversational experiences into broader customer journey and plug it in broader ASO business needs.
• Performance and insights: establish KPIs and measurement frameworks for conversational AI effectiveness; use data and customer feedback to continuously improve experience quality.
• Operational excellence: ensure timely delivery and communication, maintain documentation standards, and drive operational efficiency across the team.

• Minimum Qualifications
  • 3 years+ of experience in people management leading design or product teams.
  • 7 years+ of experience in conversational design, UX design, or product management with a focus on AI/chatbot experiences.
  • Deep understanding of China’s digital ecosystem including Tmall, Douyin, WeChat and enterprise communication platforms.
  • Proven track record of delivering conversational AI products in e-commerce or customer service space.
  • Strong stakeholder management skills with experience working across regional and global matrixes organizations.
  • Fluency in Mandarin and professional proficiency in English.


• Preferred Qualifications
  • Background in managing AI product lifecycle or hands-on experience with conversational AI platforms.
  • Expertise in conversational AI space like RAG, AI agents, ideally have hands-on experience in building an agent.
  • Knowledge of Live streaming moderation and VOC analytics.
  • Familiarity with Scrum/Agile methodologies and experience working with Scrum Masters and product owners.