Sr. Program Manager, Payments and Servicing Readiness Lead, Wallet & Apple Pay

Austin, TX 78701
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Posted: Jan 6, 2021

Weekly Hours: 40

Role Number:200213665

The people here at Apple don't just create products - they create the kind of wonder that's revolutionized entir...Summary


Posted: Jan 6, 2021

Weekly Hours: 40

Role Number:200213665

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. In this role you will help us define our future vision, build operational capabilities, and drive launch readiness of new features. In addition, you will work closely with cross functional teams, such as Product, Marketing, Retail, AppleCare, and Engineering teams.

We're looking for a consumer credit and payments subject-matter expert to join the Apple Card team. This person will be responsible for partnering with external and internal teams to develop launch readiness plans and overall program management of our payment products. You should have significant experience in financial services delivery and servicing operations, digital payments, communication, and change management.

This role is full-time and can be located in Austin, TX or Cupertino, CA.

Key Qualifications

  • Experienced in the Financial services industry, credit card, mobile commerce, digital wallet and payments operations
  • Experienced in developing technology based financial products, including launching and scaling service operations
  • Demonstrated success in leading customer servicing and payments operations teams
  • Experience managing programs and customer service technology solutions
  • Ability to contribute consistently and positively in a high-paced, fast-changing, and unpredictable work environment
  • Ability to synthesize complex topics and distill key business dynamics to senior leaders and partners
  • Analytical and creative problem solver with a can-do attitude and flexibility to accommodate to evolving business needs
  • Solid ability to operate autonomously across multiple teams in a matrixed organization


In this role, it is crucial that you develop a strong working relationship with each of your partners. You should be an excellent communicator who is self-motivated and is comfortable working in a global, matrix, fast-paced environment. You will work cross-functionally with a variety of internal groups as well as with external partners, to improve the quality of our services and efficiency and scalability of our operations.

Responsible for preparing the organization for change - partner sign-off, process definition, procedure creation, change delivery

Passion and curiosity for defining how we service our customers in the easiest way possible

Strong product/program management background: set the priorities, identify partners, track and share status with leadership, identify and resolve blockers

Demonstrated ability to deliver complex, technical projects on-time with consistently successful results while working across departments and time zones

Engage with colleagues across cross-functional teams to identify integration points and dependencies, and developing high level solution proposals for these integrations

Identify servicing emails needed, draft the language, handle reviews, and launch to help customers.

Experience in writing copy that sounds like a human, and not from a company

Understand the support use cases and handling processes for new features to distill those into what update communications are needed to support them

Define and execute performance measurement frameworks for continuous improvement initiatives

Develop and drive improvements across internal and external partners to create best-in-class operational experiences through collaboration, leadership and a customer-focused approach

Willing to take action and a drive to test and learn; move fast while ensuring quality

Lead regularly scheduled, cross-functional updates and business reviews

Effectively handle partners, subject matter authorities, executives and other internal groups through effective written and verbal communication

Education & Experience

Bachelors in Business, Engineering or a related field required. MBA or a relevant post graduate degree is a plus.

Minimum 8+ years of professional experience required.

Prior experience in management consulting or product operations at a tech company and/or startup is a plus.

Additional Requirements

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Sr. Program Manager, Payments and Servicing Readiness Lead, Wallet & Apple Pay

Apple, Inc.
Austin, TX 78701

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