Fraud Prevention Manager

Austin, Texas, United States
Support and Service

Summary

Posted: Dec 7, 2018
Weekly Hours: 40
Role Number: 200016722
Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. The people here at Apple don’t just craft products - they build 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 Specialty Operations AppleCare Risk Management team is responsible for the accurate and efficient processing of service orders. We are seeking a Fraud Prevention Manager to support our risk management efforts. The Risk Management Operations team is a high impact team whose goal is to improve the service process experience by mitigating the risk associated with AppleCare service activity. This role is an opportunity for a professional to utilize their business insight, leadership experience and apply analytical skills to help the team deliver creative, valuable solutions to our Operations team. You will be responsible for daily oversight, workflow management, development & coaching of staff, and managing the daily execution of the business. You will contribute to the customer experience by preventing and minimizing customer impact, acting on suspicious activity and working to resolve any risk management issues in a timely manner.

Key Qualifications

  • 3+ years in a people management capacity; order management, contact center, customer service, technical support or fraud operations preferred
  • Proven understanding of AppleCare repair strategies, systems and processes
  • Strong leadership skills & project management experience
  • Solution oriented leader who demonstrates creativity and curiosity
  • Leads a standard for high-quality work by consistently meeting and exceeding performance goals
  • Excellent data analysis, reporting and presentation skills
  • Strong to advanced experience with SAP and Excel required
  • Strong experience in reporting, data mining, and ad hoc analysis
  • Experience with mySQL, Business Objects & Tableau
  • Strong written and verbal communication skills
  • Adaptive and flexible to changing technologies, process and environments
  • Exemplary professional demeanor, resourcefulness, flexibility, and self-motivation
  • Ability to maintain a positive attitude in high stress/fast paced work environment

Description

You will be responsible for process mapping, root cause analysis, resolution recommendations, execution of operational strategies, and providing data-driven models to support the decision-making process. You will have excellent leadership skills, extensive knowledge of standard methodologies for WW order exception management, experience with SAP & AppleCare systems, and familiarity with credit card processing. Critical thinking and self-motivation are key attributes. Effectively manage a team of 10+Risk Management Investigator & Business System Analysts Effectively execute on management and administrative tasks such as leading staff meetings, conducting regular one-on-one's, hiring, training, and development of employee performance Monitor workflow and ensure team is maintaining tasks in accordance with the service levels and documented procedures Provide subject matter expertise, coaching and training to develop team members and ensure quality adherence Monitor tableau reporting dashboards to ensure the team is meeting metrics & KPI's; provide data as required by leadership for periodic status reporting Drive operational improvements, customer satisfaction, team collaboration, and recommend innovative solutions to business challenges Represent Apple with customers and establish clear and effective working relationships with internal partners Identify potential problems by monitoring trends in transaction errors through analysis & reporting Isolate and identify gaps and errors in system functionality as it relates to business process and programs Demonstrate six sigma techniques and critical thinking to problem solve & drive solutions with the team Make sound decisions based on a mixture of analysis, management experience and judgment Recognize and act on opportunities for automation, integration and standardization of global processes Ensure seamless implementation of new processes and procedures by validating completeness of training materials and process documents Understand the goals of the entire organization and actively participate in achievement of those goals

Education & Experience

BA/BS degree required plus 3-5 years of experience in a customer service/fraud operations environment Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.

Additional Requirements