Job Description

At Apple, we believe that hard work, a fun environment, creativity and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage and inspire – and that by focusing on the smallest of details, we can make big impacts with our customers. Building this environment starts with you! Inclusion is a shared responsibility and we hold ourselves and one another accountable for fostering a culture where everyone feels seen, heard and inspired to do their best work. Apple’s Strategic Data Solutions (SDS) is seeking a Fraud Investigation Area Manager. In this role, you will be responsible for leading 2 Team Leaders & a Senior Fraud Investigator who support our current Investigators in providing focused fraud investigation support for Apple and our customers. You will execute according to business requirements cascading from upper management. You will report directly to a Senior Area Manager, while working with the wider SDS, RCC, OA, and Fraud Investigation management teams.

Description

You know what it takes to encourage a team to create an incredible customer experience with every interaction. You’re a role model and leader who advocates for their team! You are able to coach, mentor and guide a group of Team Managers, providing help when they need it and bringing out their very best. You know how to provide feedback and manage performance. You have a knack for strategic planning, program development, and forecasting business needs. If you are ready to inspire and lead, join Apple and help us leave the world better than we found it. Responsibilities include: ・Lead direct staff of Team Managers and individual contributors. ・Work cross functionally with Retail Customer Care management, global peers, and internal partners on initiatives to improve aspects of the business. ・Work with SDS, Optimization, Coaching and Training teams to ensure partnerships are executed efficiently and effectively to drive operational improvements, identify methods to improve customer support, share best practices, and take action on improvement opportunities. ・Effectively execute on management and administrative tasks such as holding staff meetings, conducting regular one-on-ones, talent development, performance management, and defining goals and expectations for direct staff. ・Drive understanding of staff and specialists needs based on employee feedback. ・Identify possible ways to improve employee satisfaction. ・May require working non-standard business hours such as evenings and weekends. ・Lead team through changes by implementing strategies that invite participation, communicate vision and purpose, and measure success.

Minimum Qualifications

• Minimum 1 year or more management experience of exempt and non-exempt employees required (4+ years preferred)
• Experience in people management with strong leadership background
• Ability to motivate individuals and teams
• Skilled in fundamentals of leadership
• Ability to quickly understand customer impact of issues and identify possible resolutions
• Strong analysis and problem solving skills
• Strong decision making skills and sound judgment
• Experience establishing and documenting improved efficiencies in workflow and system processes
• Ability to clearly identify goals, communicate vision for the team, and then deliver results consistent with that message
• Experience with SAP, spreadsheet management, and Keynote
• Excellent written and verbal communication skills
• Education: BS degree and/or 3-5 years experience in a customer service/support environment

Preferred Qualifications

• Strong work ethic with a high degree of flexibility
• Ability to work in a fast paced, challenging environment
• Detail oriented self-starter
• Role model inclusive leadership behaviors and embrace responsibility to build, develop and retain diverse teams
• Make space to listen, learn, and amplify diverse perspectives and experiences
• Confront barriers to greater inclusion with tenacity, care and commitment

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