AppleCare Fraud Investigations Team Manager

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. By focusing on the smallest of details, we can make a big impact 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. The AppleCare Fraud Investigations team is looking for a dedicated manager who is passionate about leading strategic teams, implement, and operate analytical solutions that have direct and measurable impact to Apple and its customers. You will lead a team of Fraud Investigators who support and protect one of Apple’s most valued security features in addition to resolving complex requests while helping to prevent fraud.

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 very strategic minds, providing help when they need it and bringing out their very best. You know how to provide feedback and manage performance. You excel at strategic planning, program development, and forecasting business needs. If you are ready to inspire and lead, join ACFI and help us leave the world better than we found it. You will oversee performance management, ensuring daily, monthly, quarterly operational metrics are met. You’ll effectively complete management and administrative tasks such as leading staff meetings, conducting regular one-on-one’s, hiring, training, and development of employee performance. You will drive operational improvements, team collaboration, and recommend innovative solutions to business challenges. You will establish clear and effective working relationships and communication channels with internal partners.

• 24 months minimum management or rotational management experience leading a team of 10+ frontline direct reports in a data management or inbound contact center dynamic environment required
• Knowledge of contact center management tools, processes, procedures, and performance metrics, and can innovate and improve as needed
• Knowledge of data reporting and excellent analytical skills

• Knowledge of fraud processes with investigative experience
• Outstanding verbal and written communication skills
• Ability to quickly build partnerships and trust
• Ability to influence and empower others
• Excellent time management and organizational skills
• Ability to effectively manage performance and drive accountability in order to achieve business objectives and goals
• Ability to maneuver through ambiguity and adapt to changing business needs
• Exhibit 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

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant.