Job posting has expired

Project Manager - Apple Pay & Wallet Support Engineering

Apple, Inc.
United States, Texas, Austin
February 13, 2023
Summary Posted: Jan 24, 2023 Weekly Hours: 40 Role Number: 200385113 The people here at Apple don't just craft 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. AppleCare is seeking an experienced project manager to assist with support engineering functions, including development of support options for new functionality and products, and Apple Pay and Wallet market expansion. Within this role, you will represent AppleCare, working cross-functionally with Apple Pay Program Management, Payment Operations, Engineering, and Product to help define and deliver outstanding customer support. In collaboration with both internal partners and external partners, including issuers, partner banks, and other third parties, you will lead large-scale projects to create the best customer experience for Apple and its partners. Applicants must have the ability to handle multiple projects from concept to completion through effective cross-functional project management and communication at all levels. The ideal candidate will have experience and subject matter expertise in financial servicing and digital wallets. Contact center, support experience, and banking regulatory compliance knowledge are desirable. Key Qualifications Minimum 5+ years of project management, preferably in the financial or tech fields Deep knowledge and experience in crafting servicing processes and procedures with the comprehensive customer journey in mind Experience in building sophisticated customer servicing solutions leveraging vendor management, business analytics, and contact center operations Strong focus on crafting excellent customer support experiences Passion for digging deep into a subject matter area Ability to unify teams around a common goal by applying outstanding persuasion skills Analytical and creative problem solver with a successful track record handling large-scale, high-profile projects and deadlines Familiarity with Apple apps and the Apple product ecosystem High energy, with the ability to prioritize multiple tasks in a fast-paced environment Ability to distill highly complex, technical concepts into simplified language Description Responsibilities will include: Lead AppleCare teams in developing customer support strategies and solutions for Apple Pay and Wallet products. Provide direction, goals, objectives, and priorities for AppleCare functions throughout the new product development cycle. Represent AppleCare as the voice of the customer to key partners and stakeholders. Act as the technical product support and subject matter expert liaison between Apple Pay Engineering teams and Apple Support organization. Identify user experience gaps, and rectify by defining, developing, and implementing adequate support strategies. Identify project risks, and mitigate with creative problem solving and get-well planning. Provide product knowledge and technical expertise to contact centers, training, service channels, and digital support teams. Work with large data sets about user trends and required fixes to improve the overall customer experience with Apple products. Participate in third-party meetings to understand and evaluate customer support capabilities and risks. Education & Experience B.A./B.S./M.S. in Engineering, Business, or Finance-related degree Additional Requirements