About The Position
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. Apple's Strategic Data Solutions (SDS) is seeking a Fraud Investigation Supervisor. In this role, you will be responsible for providing daily supervision, developing the fraud investigation team’s talent, and leading the daily execution of the business. We contribute to the customer experience by preventing and minimizing customer contacts and working to resolve any fraud prevention issues in a timely manner.
Requirements
- 2+ years management experience, leading a team of 15+ direct reports
- Experience in people management with strong leadership background preferred
- Value-driven leadership with the ability to build a culture of trust, inclusion, and accountability within the team
- Passion for developing and motivating direct reports
- Proven leadership experience in preferably a Retail Customer Service or Contact Center environment
- Critical thinking and self-motivation are an absolute must
- Strong analysis and problem-solving skills
- Excellent interpersonal skills
- Exceptional fluency in Japanese and excellent English proficiency
- Strong written and verbal communications
- Bachelor's degree or equivalent experience
- Flexibility to work rotation including weekends and public holidays during peak period
- Knowledge of the Apple Store Online (ASO) and customer support model
- Fraud prevention and/or banking experience
- Strong decision-making capabilities and sound judgment
- Strong work ethic with a high degree of flexibility
- Ability to work in a fast-paced, challenging environment
Responsibilities
- Providing daily supervision
- Developing the fraud investigation team’s talent
- Leading the daily execution of the business
- Preventing and minimizing customer contacts
- Resolving fraud prevention issues in a timely manner
- Managing and promoting the development of Fraud Investigators
- Executing daily Fraud investigation tasks and meeting productivity goals as a team
- Calling out business risks or opportunities and proposing counter actions
- Representing team for business reviews
- Leading employee performance and supporting their success
- Conducting regular 1:1s with employees
- Identifying and communicating training and development opportunities
- Leading regular team meetings and calibration sessions
- Submitting and tracking production issues for resolution
- Working cross-functionally with SDS, online store partners and global peers
- Representing Apple with customers and partner organizations
- Engaging and motivating team with Apple culture/values
- Identifying innovative ideas to improve the experience of Apple customers
- Role modeling inclusive leadership behaviors and embracing responsibility to build, develop and retain diverse teams
- Making space to listen, learn, and amplify diverse perspectives and experiences
- Confronting barriers to greater inclusion with tenacity, care and commitment
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What This Job Offers
Job Type
Full-time
Career Level
Manager
