Apple Hiring for WW Fraud Program Manager – Digital Goods Job at Austin, TX Full Time

• The successful candidate will be experienced in the co-development and co-delivery of fraud prevention specialist and workflow programs at a global level that deliver best in class customer experience. They should demonstrate a blend of creativity, customer service skills, analytical horsepower and a collaborative approach.
• Demonstrated experience of specialist & workflow program development that delivers specialist engagement and workflow efficiency through innovative problem solving / opportunity seeking to drive key metrics.
• With well developed analytical skills, this individual has experience quantifying results of strategic and tactical critical metrics and driving decisions based on data.
• Able to build and lead presentations with Senior Leadership across multiple teams (RCC, Strategic Data Solutions, Financial Fraud Ops, Finance, etc).
• Excellent conceptual, written and verbal communication skills at all levels is a necessity and the ability to establish relationships across channels and functions to drive success world-wide.
• Able to quickly gain credibility and motivate resources across a WW organization covering multiple time zones. Be able to make critical decisions, influence decisions and facilitate change management through collaboration and leadership.
• 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, while maintaining deadlines and achieving goals.
• Great teammate with a positive demeanor, empathizing with multiple points of view but able to make the hard call and move on.

• Partner with WW cross functional teams to implement effective initiatives that will improve Specialist workflows, improve performance and deliver an exceptional customer experience within the Digital Goods fraud prevention function while prioritizing the needs of the business in a thoughtful and scalable way. • Build new programs to support the strategy of driving improvements to the customer experience, workflow efficiencies, and standardizing business processes. • Collaborate with Project Teams on high-level requirements and strategies on capital projects that impact support teams ensuring the highest level of customer experience is maintained. • Build strong relationships with all key cross-functional teams from site management to finance, reporting, strategic data solutions, contact center business operations and 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.

BA preferred, MBA desirable

• Minimum of 8+ years experience in digital goods fraud prevention, e-commerce operations, and contact center environment required.