Retail Contact Center Platforms Fraud Technical Product Manager

Austin, Texas, United States
Software and Services

Summary

Posted: Aug 21, 2019
Weekly Hours: 40
Role Number: 200073735
At Apple, we’re a diverse collection of thinkers and doers, continually reimagining our products, systems, and practices to help people do what they love in new ways. Everything we build is the result of people in different roles and teams working together to make each other’s ideas stronger. That passion for innovation that goes into our products also applies to our internal practices, strengthening our dedication to leave the world better than we found it. Are you passionate about creating an extraordinary customer experience? This Austin-based technical product manager will be responsible for the software release cycle for Apple's fraud CRM tool.

Key Qualifications

  • Software release cycle management for the fraud platform
  • Lead agent roundtables and similar efforts to understand the needs of the business
  • Deliver Business Review Presentations to Apple Leadership
  • Support other project/product managers in developing requirements for capital projects that impact the tool
  • Support IT by writing and communicating design requirements
  • Support and/or lead UAT testing and associated communications
  • Support cutovers and production validation testing
  • Identify gaps and address them
  • Work in a fast-paced environment as a positive and contributing team member
  • Lead several projects and initiatives simultaneously
  • Travel, evenings, weekends and non-standard hours required

Description

As a Product Manager you are both a big picture and technically-minded professional with exceptional project management, analytical and problem solving skills who is comfortable interacting with all levels, including executive management, product teams, finance, legal, and engineering leaders and colleagues. You will lead complex, cross-functional programs through the entire project lifecycle. This includes managing project timeline, identifying risks, providing alternative points of view and clearly communicating goals to project partners. Projects often span offices, time zones and hemispheres and it will be your job to keep all the players coordinated on the program’s progress and objectives. You are a team leader with outstanding communication, analytical skills, sound operational background and commitment to providing store teams and clients with an excellent customer experience. In this constantly evolving team environment you will also exercise effective, independent decision-making. You are a creative thinker, hard worker, well organized, and not afraid to go above and beyond to get the job done. You should have strong relationship skills, experience with the Fraud Business, contact center tools, graphic user interfaces, project management, UAT and contact center processes. You will also have a record of delivering high quality results, taking ownership of issues and tasks and providing extraordinary customer service.

Education & Experience

BA/BS or equivalent experience

Additional Requirements

  • 5 to 10 years contact center work experience
  • 3 to 5 years Project Management experience, Project Management Certification a plus
  • Fraud business experience preferred
  • Experience using Apple Productivity Applications
  • UI/Software Design experience a plus
  • Wireframe experience a plus
  • Software Development experience a plus
  • Database experience a plus
  • Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.