Apple - Austin, TX
posted 5 days ago
Full-time
Austin, TX
Computer and Electronic Product Manufacturing
About the position
The AppleCare Engineering New Product Support Project Manager plays a crucial role in enhancing customer experiences by leading cross-functional teams in the development of support strategies for new Apple Pay products and services. This position requires a deep understanding of product features and customer insights to proactively address potential customer pain points throughout the product development lifecycle.
Responsibilities
- Develop deep product expertise in existing and new Apple Pay products and features 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.
- Collaborate to solve problems using customer data and insights to identify customer issues and work with appropriate teams to deliver world-class solutions.
- Design processes, tools, and systems to provide customer support at scale.
Requirements
- Bachelor's degree in Engineering, Business, Finance or similar field of study.
- 5+ years of project management experience, 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.
Nice-to-haves
- 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.
