Fraud Investigation Supervisor - Strategic Data Solutions

Summary

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.

Minimum Qualifications

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.

Preferred Qualifications

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. Role models inclusive leadership behaviors and embraces their responsibility to build, develop and retain diverse teams. Makes space to listen, learn, and amplify diverse perspectives and experiences. Confronts barriers to greater inclusion with tenacity, care and commitment.

Description

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. The SDS Fraud Investigation Supervisor is responsible for managing and promoting the development of Fraud Investigators. You are a customer focused person who is self-motivated, friendly and has a passion to prevent fraud in an efficient and effective manner.

Responsibilities

Execute daily Fraud investigation tasks and meet the productivity goals as a team. Call out business risks or opportunities and propose counter actions. Represent team for business reviews. Lead employee performance and support their success. Conduct regular 1:1s with employees. Identify and communicate training and development opportunities. Lead regular team meetings and calibration sessions. Submit and track production issues for resolution. Work cross-functionally with SDS, online store partners and global peers. Represent Apple with customers and partner organizations. Engage and motivate team with Apple culture/values. Identify innovative ideas to improve the experience of Apple customers.