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 Servicing Operations Program Manager, Wallet & Apple Pay - Raleigh, North Carolina, United States

   
Job information
Posted by: Apple 
Hiring entity type: Retail 
Work authorization: Not Specified for United States
Position type: Direct Hire, Full-Time 
Compensation: ******
Benefits: See below
Relocation: Not specified 
Position functions: Management - General
 
Travel: Unspecified 
Accept candidates: from anywhere 
Languages: English - Fluent
 
Minimum education: See below 
Minimum years experience: See below 
Resumes accepted in: English
Cover letter: No cover letter requested
Job code: 200309924 / Latpro-3838859 
Date posted: Nov-30-2021
State, Zip: North Carolina, 27601

Description

Servicing Operations Program Manager, Wallet & Apple Pay

Raleigh , North Carolina , United States

Marketing

Summary

Posted: Nov 5, 2021

Weekly Hours: 40

Role Number: 200309924

The people here at Apple don't just create products - they create 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! The Apple Wallet, Payments, and Commerce team is rapidly growing, entering new markets and adding innovative new features to our products. We believe the role would place you in a highly-energized environment with some of the most hardworking creative individuals in the industry where you would be inspired to share your years of experience along with providing extraordinary support for the team. Apple Pay is the leading mobile payments platform for in-store and online payments, and Apple Card has been the most successful credit card launch in history. And we're just getting started. Join the Apple Pay Wallet and Payments Operations team, working within our organization to understand, develop and improve our processes to support our customers, and measure our impact on the experience. We're looking for a Servicing experience programs manager to join the Apple Card and Apple Cash Partner Operations team. This person will be responsible for partnering with external and internal teams to develop new service processes, procedures, communications and specialist handling with talking points. You should have significant experience in financial services delivery and operations, customer advocacy and customer service. This role is full-time and will be based in either Raleigh, NC or Austin, TX.

Key Qualifications

  • Experience in the Financial services industry, credit card, digital wallet and payments operations
  • Deep knowledge and experience in creating servicing processes and procedures along with talking points that are simple, transparent, and helpful; you know what has worked before, and learned from what hasn't
  • Extensive experience in creation of customer communications in a language that is simple and easy to understand
  • Ability to synthesize complex topics and distill key business dynamics to senior leaders and partners
  • Experience developing and driving process and systems automation and expanding those initiatives to scale
  • Solid ability to operate autonomously across multiple teams in a matrixed organization

Description

In this role, it is important that you develop a strong working relationships with each of your partners. This person will be responsible for building and enhancing customer service experience capabilities. - A passion and curiosity for defining how we service our customers in the easiest way possible - Collaborate with Apple Card and Apple Cash partners to create new servicing experiences driven by new processes, creation of procedures, and development of talking points and handling - Drive Apple Card and Apple Cash servicing work-streams to ensure outstanding customer service and support - Identify servicing emails needed, draft the language, run reviews, and launch to help customers - Understand the support use cases and handling processes for new features to distill those into what update communications are needed to support them - Develop and drive improvements across internal and external partners to create best-in-class operational experiences through collaboration, leadership and a customer-focused approach - Work closely with cross-functional teams, such as Product, Marketing, Retail, AppleCare, and Engineering to ensure outstanding customer experience, service and support - Effectively lead partners, subject matter experts, executives and other internal groups through effective written and verbal communication

Education & Experience

Bachelors in Business, Finance, Engineering or equivalent required Minimum 5 years of professional experience required



Requirements

See job description

 

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