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WW Program Manager -Retail Online Fraud Prevention

Apple, Inc.
United States, Texas, Austin
January 25, 2023
Summary Posted: Jun 28, 2022 Weekly Hours: 40 Role Number: 200394268 Imagine what you could do here. At Apple, excellent 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 Retail Online WW Optimization organization is seeking a highly-motivated professional to lead WW Fraud Prevention Specialist Support & Workflow programs for Retail Online. Our teams manually review simple to sophisticated Apple Store orders across Web, Mobile, and many different contact center channels. We are a part of a direct sales channel of the Apple Online Store focused on driving best-in-class customer interactions as well as providing order support to all online store customers. 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. Key Qualifications Experienced in the development and delivery of fraud prevention specialist and workflow programs at a global level that deliver best in class customer experience. Shown experience of specialist & workflow program development that delivers specialist engagement and workflow efficiency through innovative problem solving / opportunity seeking to drive key KPI's such as specialist accuracy, resolution, and efficiency. Must be very comfortable in the data and analyzing specialist performance, needs and expectations to developing programs that increase or decrease key metrics for specific geography or global segments. Well developed analytical skills, with validated ability to quantify results of strategic and tactical metrics to drive decisions based on data Excellent conceptual, written, verbal communications skills, and the ability to establish relationships across channels and functions to drive success world-wide Able to quickly gain credibility and empower resources across a WW organization across cultures and time zones. Customer focused self-starter with strong attention to detail and follow up and a flexible and adaptive approach Thrive in a fast-paced and constantly evolving environment, drive innovation and continuous improvement for efficiency and sustainable growth. Great teammate with a positive demeanor, empathizing with multiple points of view but able to make the hard call and move on Comfortable breaking what's not broken, looking for alternatives and never stopping asking why Willing to work at a very detailed level while still being able to abstract ideas for communication to cross-functional teams and senior management Stamina, insight and interpersonal skill to coordinate people broadly dispersed throughout the organization Strength of character to work in fast-paced constantly evolving environment while juggling exciting priorities and maintaining deadlines and goals Can quantify results of strategy and tactical KPI's and drive decisions based on data. Well developed analytical skills. Description - Partner with WW Fraud Prevention management to implement engaging, effective specialist and workflow programs and initiatives, prioritizing the needs of the organization in a scalable way. Build new programs to support the strategy of mitigating negative impact to the customer experience, driving workflow efficiencies, and standardizing business process. Build out clear and thorough cases outlining problems or ideas in a way that can be translated to IT and engineering but also sold to the business. Analyze program important metric performance versus goals and partner with the global Fraud Prevention teams on prioritizing the needs of the organization in a scalable way. Project manage launches and initiatives to support improvements in existing operations and through effective partnering with Fraud Prevention Management teams. Build strong relationships with all key cross-functional teams from finance, reporting and contact center operations to site management, design and contact center technology. Have a curious eye on future technology and look for innovative solutions to problems or new ways to achieve goals. Supervise operational metrics daily, weekly, monthly and quarterly. Participate in quarterly and annual business planning and forecasting reviews. Drive improvements into fraud prevention programs. Education & Experience BA preferred, MBA desirable Additional Requirements 5+years of experience in fraud prevention and contact center environment or relevant e-Commerce experience. iWork and MS Office suites experience (keynote and excel primarily)