Project Manager, AppleCare Fraud – Strategic Data Solutions

Summary

Posted: Dec 19, 2024

Weekly Hours: 40

Role Number:200583362

The Strategic Data Solutions (SDS) team leads efforts to mitigate fraud, optimize business processes, and improve the customer journey through automation & analytics. Our team tightly integrates automation and machine learning with manual review operations to drive strategic impact across multiple lines of business at Apple. We are looking for an Apple Care Fraud Project Manager that will be responsible managing our in-channel fraud mitigation efforts. You will take lead in projects, readiness activities, process & procedure alignment, and innovation initiatives. You will also engage with AppleCare stakeholders on designing new customer experiences, anticipating their downstream impacts, and executing an operational strategy that balances risk, experience, and operational flexibility. You must be able to engage with a range of stakeholders— individual investigators, business teams, engineers, and data scientists. Practicality, intuition for data, systems, & operations, and the ability to wear many hats are all a must.

Description

Own & execute in-channel fraud mitigation efforts. Collaborate with AppleCare Fraud Prevention leadership to drive projects and initiatives, prioritizing the needs of the organization in a scalable way. Support new initiatives aligned with the strategy of mitigating negative impact to the customer experience, driving workflow efficiencies, and standardizing business processes. Work collaboratively with our team of data scientists, engineers, program managers, and Fraud investigators. Build strong relationships & collaborate with key cross-functional teams including but not limited to our AppleCare partners, manual review teams, Fraud machine learning engineers, & analysts. Have a curious eye and look for innovative solutions to problems and new ways to achieve our goals. Supervise operational metrics daily, monthly, and quarterly.

Minimum Qualifications

• Bachelors Degree and 5+ years experience in warranty protection, warranty service
• Experience with SQL/data analysis
• 5+ years experience managing cross-functional projects

Preferred Qualifications

• Deep subject matter expertise in fraud prevention or warranty service.
• Ability to execute problems strategically while also being able to deep dive the individual experience as needed.
• Excellent oral and written communication skills, especially at the organizational level.
• Inquisitiveness and a desire for continued self-improvement and development of new skill.
• Self-starter who works well independently but also as a team player.
• Able to respond and adapt to the needs of a highly matrixed organization.
• Strong analysis and problem-solving skills.