Apple
SDS Fraud Prevention Senior Leader - Apple Store Online (ASO)
PayCompetitive
LocationSanta Clara/California
Employment typeOther
This job is now closed
Job Description
- Req#: 200481737
- 5+ years experience building and leading business operations teams in global organizations, preferably in fraud prevention, Operations, or similar space
- Customer focused, detail oriented with ability to maintain a positive attitude in a high-stress, and fast-paced work environment
- Demonstrated ability to inspire change in a matrix organization
- Excellent planning, organization, and implementation skills
- Strong analytical ability and decision making skills
- Demonstrated ability to work independently in areas of ambiguity
- Ability to build effective relationships in a cross-functional team environment with demonstrated success in managing international collaborations
- Experience leading in a fast paced, dynamic, and multi-lingual environment
- Strong collaborator who is able to motivate and influence all levels of management
- Ability to work with a flexible schedule and embrace change enthusiastically
- Excellent verbal, written, and interpersonal communication skills
- High level of ethics, values, integrity, and trust
- 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 $128,000 and $214,000, 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.
Summary
Apple’s Strategic Data Solutions (SDS) team leads efforts to mitigate risk and monetary losses, optimize business processes, and improve the customer journey at Apple. We leverage data science and machine learning to deliver strategically impactful decision automation solutions across multiple lines of business. SDS is looking for a Fraud Prevention Senior Leader in our Apple Store - Online (ASO) space. Partnering with Apple’s Retail Contact Center (RCC) and Retail Fulfillment Operations (RFO) teams, this individual will be responsible for driving and flawlessly executing actions to mitigate fraud. These include analyzing purchases and accounts for fraudulent activities, reviewing refund requests for abusive behavior, and determining appropriate next steps in a wide range of scenarios. Priority and focus will be on driving a timely customer resolution within an agreed Service Level Agreement (SLA) while protecting customer experience and Apple’s interest. An innovative and analytical problem solver, the Fraud Prevention Manager will be championing process improvement efforts to optimize business processes while delivering best-in-class customer and employee experience. This role is suitable for individuals who thrive in a fast paced, dynamic, and evolving environment.Key QualificationsDescription•Lead and develop a WW team of Fraud Prevention experts to drive consistent and high quality execution to analyze and detect fraudulent activities •Be the “Voice of the Customer” by reviewing key performance matrix and driving continuous improvement efforts towards achieving seamless and optimal customer satisfaction that is above industry standards •Develop and manage a robust management system and cadence (weekly, monthly, & quarterly) to streamline operations that is consistent across the different lines of business within AMR while at the same time, ensure day-to-day operations is moving like a well-oiled engine •Champion operational excellence by ensuring flawless execution at all times •Drive efficiency through automation •Partner with the Retail Contact Center (RCC), Retail Fulfillment Operations (RFO), SDS cross functional teams etc on strategic issues to scale, drive efficiency, performance improvements, and employee satisfaction •Partner with Forecasting and Finance to lead and ensure we are achieving our headcount needs •Cultivate a positive and motivating work environment by promoting innovation, teamwork, diversity, inclusion, and focusing on positive employee relationships •Passionately embrace, promote, and drive Apple Cultures and Values to ensure that it is part of the DNA of the team •Build a high performing team that is based on a culture of trust, integrity, respect, collaborations, continual learning, and improvementEducation & ExperienceBachelor's Degree or equivalent. MBA is a plus. Additional Requirements •Must have management and leadership experience •Customer focused, detail oriented individual with ability to maintain a positive attitude in high-stress, and fast-paced work environment •Drive for quality results and demonstrates high degree of determination •Excellent verbal, written, and interpersonal communication skills •Adaptive to changing technologies, process, and environmentsAdditional RequirementsPay & BenefitsAbout the company
Work at Apple! Join a team and inspire the work. Discover how you can make an impact: See our areas of work, worldwide locations, and opportunities for students.