Apple Pay & Wallet New Product Support Engineering Project Manager
Apple
Product, Customer Service, Operations
Sunnyvale, CA, USA
Posted on Nov 23, 2024
Summary
Posted:
Role Number:200580231
Here at Apple, we create exceptional products that enrich our customers’ lives. We’re looking for an experienced project manager who’s passionate about bringing their skills to be a part of that mission. By leveraging product expertise and customer insights, our Wallet and Apple Pay New Product Support Engineering project managers lead teams in the development of support strategies for new Apple Pay products and services. In this role, we partner with product, engineering, and operations to create world-class customer product support experiences and resources. We lead cross-functional teams in leveraging our customer-centric perspective and technical savvy to proactively solution for potential customer pain points.
Description
AppleCare Engineering New Product Support Project Managers are responsible for representing the voice of the customer during the product development lifecycle. They lead cross-functional project teams in crafting product support for all facets of Apple Products. They identify potential customer support use cases and work with product and engineering to mitigate these scenarios. Additionally, they develop support systems to assist customers in finding solutions through self-solve or customer support resources. Responsibilities include: Develop deep product expertise in existing and new Apple Pay products and features, and use your knowledge to anticipate and mitigate potential customer confusion and pain points. Lead cross-functional teams in the development of customer support strategies that balance business needs and regulatory requirements. Act as the technical product support and subject matter expert liaison between the Apple Support organization and Apple Pay Engineering, Product, and Operations teams. Work collaboratively to solve problems, using customer data and insights to identify customer issues, and work with the appropriate teams to deliver world-class solutions. Design processes, tools, and systems to provide customer support at scale.
Minimum Qualifications
- Bachelors degree in Engineering, Business, Finance or similar field of study
- 5+ years of project management, preferably in financial services or technology fields.
- Deep knowledge and experience in crafting servicing strategies with the comprehensive customer journey in mind.
- Diplomatic leader with superb organizational and communication skills.
- Passion for digging deep into a subject matter area, performing validation testing, and providing feedback to product and engineering teams.
- Analytical and creative problem solver with a successful track record handling large-scale, high-profile projects and deadlines.
- High energy, with the ability to prioritize multiple tasks in a fast-paced environment.
- Ability to distill highly complex, technical concepts into simplified language.
Key Qualifications
Preferred Qualifications
- Master’s degree in Engineering, Business, Finance or similar field of study
- Experience working on new product development or support, particularly in the FinTech industry.
- Knowledge of financial servicing regulations or experience working in a regulated field.
- Familiarity with Apple apps and ecosystem, digital wallets, and contactless payment systems.
- Experience presenting to all levels of an organization, including senior-level and executive audiences.
Education & Experience
Additional Requirements
Pay & Benefits
Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant.