Apple Fraud Prevention Manager in Austin, Texas
Fraud Prevention Manager
Austin, Texas, United States
Support and Service
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
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
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