Customer Service Management Jobs at Apple with Visa Sponsorship

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Description

We are looking for an experienced professional to join our Business Process Optimization team, supporting Apple Wallet products like Apple Pay, Transit, Access, and more. In this team, you will be driving the design and maturation of important new business capabilities that will enable growth, scale, quality, and risk mitigation through business processes, playbooks, and technology. This function collaborates closely with our business stakeholders such as Marketing, Legal, Finance, Product, Business Development, and more to create new, scalable capabilities that support our WPC strategies. This role will oversee both process design and technology deployments, focused on WPC Marketing infrastructure needs.

This role is responsible for up-leveling critical capabilities that drive business results and customer experience, focused on WPC Marketing Campaign Management. This role will collaborate with WPC Marketing and their partners to design the future state of Campaign Management and deploy technology to drive this lifecycle forward. Results will come to life through process, playbook, and technology implementations owned by this role.

This role is also responsible for collaboratively designing the future state of our technology ecosystem as it relates to Marketing Process Technology, and driving toward this future state. This includes establishing the constructs for data architecture, platform integrations, technology support, quality, platform security and risk mitigation, and more.

Minimum Qualifications

• Minimum of 10 years of experience in marketing strategy or business development ideally with a consumer facing financial product.
• Marketing Process and Technology Design
• Robust experience in designing and deploying Marketing Campaign Management processes and technologies, including B2B and/or B2C (with B2C preferred).
• Previous exposure to highly effective, scaled, and/or mature Marketing Technology ecosystems in order to support WPC Marketing process and technology evolution by “Beginning with the end in mind.”
• Experience in driving business value on a scalable platform while leveraging AI as a core element of the platform capability.
• Experience in delivering business solutions through a technology ecosystem that may incorporate various platforms, integrations, types of technologies, data elements, etc.
• Ability to design and drive the technology roadmap by creating sprint schedules planned with rigor, high levels of transparency, and organization, and yielding on-time and quality deliveries.
• Commitment and ability to make every aspect of designing and deploying the technology lifecycle a positive and efficient experience for Marketing stakeholders and partners, technology teams, support teams, and any other involved parties.
• Experience establishing internally used application visions and successfully implementing pragmatic roadmaps that support a complex leader landscape and business processes, while keeping leaders informed transparently, clearly, and effectively.
• Experience leading or working closely with development engineering teams delivering business technology solutions that adhere to internal standard processes for system architecture, development operations, security, privacy, and continuous improvement in delivery velocity, quality, and risk mitigation.
• Experience leading technology deployments through partners such as IS&T and external vendors, with knowledge of how to optimize sprint schedules, testing approaches, cutover, and all other phases of a technology lifecycle for efficiency, quality, and risk mitigation.
• Experience representing the technology roadmap and progress on behalf of IS&T, DS&A Engineering, and/or a directly managed software vendor to business partners.
• Experience driving business capability creation and/or transformation efforts leveraging knowledge of people change management principles, process design thinking, and technology roadmap and execution.
• Strong analytical skills, ensuring that supporting business performance data, business case data, and other metrics are leveraged with the correct context and assumptions. Excellent critical thinking and analytical skills, with the ability to extract meaningful insights from large amounts of information to drive team priorities and alignment.
• Highly effective communication skills with all levels of the organization, to ensure alignment across cross-functional project teams, leadership, and partners, applying in many disciplines, including Data Science and Analytics, Business Development, Legal teams, Technology vendors, and more.
• Highly organized, ensuring new business capabilities are created with a documented playbook, enabling future handovers of processes and backup training to business teams and other team members.

Preferred Qualifications

• Experience in deploying AI or other technology on top of a base platform such as Wrike or AirTable
• Experience managing teams of vendors
• Experience optimizing user experience demonstrating design thinking and UI/UX improvements preferred.
• Experience working within a budget for external vendor partners to deliver technology solutions in a managed service and staff augmentation model preferred.
• MBA or Management Consulting experience

Leadership

• Experience deploying programs that enable revenue-driving operations, key business decisions, and external partner collaboration.
• Ability to drive alignment on a holistic vision for new business motions, with future state designs covering processes, R&Rs, and technology. Ability to lead the charge to create a roadmap to progress from the current state to the new future state, and drive execution against that roadmap.
• Ability to “see the forest through the trees” when faced with multiple, conflicting priorities. Drives cross functional alignment to a focused, clear, and prioritized path forward across multiple teams.
• Service-minded leader who represents our team culture of delivering high quality, scalable results for our internal and external customers, while exhibiting excellent partnership skills. Approaches all partnerships with a positive, can-do approach that inspires those around them.

Bachelors in Business, Engineering or a related field or equivalent professional experience

Pay & Benefits

At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $207,400 and $311,700, and your base pay will depend on your skills, qualifications, experience, and location.

Apple employees also have the opportunity to become an Apple shareholder through participation in Apple's discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple's Employee Stock Purchase Plan. You'll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses - including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits

Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.