Support Engineering Project Manager - Wallet & Apple Pay

Santa Clara Valley (Cupertino), California, United States
Software and Services

Summary

Posted:
Weekly Hours: 40
Role Number:200198554
Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. 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 support development for new functionality, new products, and market expansion to the wallet and Apple Pay platform. Within this role you will work cross functionally with Apple Pay Program Management, Operations, Engineering, and Product Marketing as well as with payment networks, issuers and acquirers to help define and deliver outstanding customer support. You will work in close partnership with the Business and Engineering teams, representing AppleCare and leading large-scale projects that support the best customer experience for Apple and its partners. The applicant must have the ability to lead multiple projects from concept to completion through effective cross-functional communication to all levels. The ideal candidate will have experience and subject matter expertise in financial servicing, digital wallet, and the mobile payments landscape.

Key Qualifications

  • Minimum 5+ years of project management
  • Experience in the Financial services industry for mobile payment product operations
  • Deep knowledge and experience in crafting servicing processes and procedures with the comprehensive customer journey in mind
  • Experience in building customer servicing solutions using vendor management, business analytics, and contact center operations
  • Focus on crafting excellent customer support experiences
  • Passion for digging deep into a subject matter area
  • Ability to unify teams with varied strengths and utilize outstanding influencing skills while collaboratively seeking for results
  • Analytical and creative problem solver, with a successful track record handling multiple projects and deadlines
  • Knowledge of Apple Pay and wallet features in iOS, macOS, and watchOS systems
  • Familiarity with Apple apps and the Apple product ecosystem
  • High energy, with ability to prioritize multiple priorities in a fast-paced environment
  • Ability to translate technical topics into customer-facing content
  • Outstanding communication and presentation skills, written and verbal, to all levels of an organization with strong comfort with senior-level/executive audience
  • Excellent verbal and written proficiency in English
  • PMI or similar project management certification strongly preferred

Description

- Lead AppleCare teams in developing customer support processes and solutions for the Apple Pay platform - Provide direction, goals, objectives and priorities for AppleCare functions throughout the new product development cycle - Represent AppleCare as the voice of the customer and manages communication or progress/status within core and cross functional teams and sometimes external teams as well; raise issues as necessary - Act as the technical product support liaison between Apple Pay engineering teams and Apple contact centers - Discover user experience gaps and define, develop, and implement adequate support strategies to address the gaps - Ensure project risks are identified and mitigated with accurate documentation and get well plans - Provide product knowledge and technical expertise to contact centers, training, service channels, and digital support teams - Work with large data sets surfacing user trends and required fixes to improve the overall customer experience of our products - Participates in third party meetings to understand and evaluate customer support capabilities and risks - Develop timely reports surfacing customer and product issues to the larger cross functional teams - Some business travel is required

Education & Experience

B.A./B.S./M.S. in Engineering, Business, or Finance-related degree MBA preferred

Additional Requirements