Apple Support Tools
Product Management
Sep 2021 - Present
A note on disclosure
Per Apple guidelines, I'm prohibited from publicly publishing specific details and artifacts from my work. If you have questions about any of the work mentioned, feel free to reach out and we can chat.
Key accomplishments
Multiple presentations delivered to SVPs and members of C-Suite
Shipped a product feature that saved >$500k annually.
Received Product Excellence award for a product redesign I shipped
The products I manage
I manage a suite of interconnected support products. When an Apple employee (corporate or retail) needs any type of technical assistance, they use a tool in my portfolio. These tools include ticket managers, AI chatbots, knowledgebases, and call centers.
My focus in the last year has been leveraging AI to expedite issue resolution. This includes building documentation search tools with generative answers (like Google) and leveraging conversational AI to offload support chats from our human call centers.
This suite of products serves over 200,000 Apple employees with roughly 40,000 DAUs.
Who I work with
My day-to-day consists of working with a team of roughly 30–including engineers, UX designers, project managers, QA engineers, Accessibility evangelists, Privacy and Legal, Operations, and more.
If I were to sum up my learnings from Apple in one word, it would be this: scale. Changes I would have otherwise deemed trivial can involve tens, if not hundreds, of people at a company of Apple's size. I am well-versed in navigating complex corporate hierarchy to get things done.
What sets me apart
I'm not afraid to get into the weeds. Having been a designer and engineer myself, I work particularly well with members of those teams. I'm happy to dive into Figma files, hack together prototypes with Cursor, and embed myself deeply within the Product team.