WW Retail Warranty Protection Manager
| Company | Apple |
|---|---|
| Location | Austin, TX, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- 4+ years of Apple customer-facing technical-support experience and strong working knowledge of all service policies.
- 1+ years of Project Management experience in a corporate setting, leading cross-functional business transformation projects from vision to execution and iteration that require collaboration and alignment with senior leadership across multiple organizations.
- Extensive knowledge of MobileGenius, Repair Central, GSX and related service systems
- Expert user of Apple hardware and operating systems
Responsibilities
- Deliver warranty abuse discoveries, trends, actions, outcomes and feedback to Retail Leadership, channel partners and key stakeholders
- Partner with Store Operations Field Leaders and the Support Insights team to share actions, feedback and discoveries.
- Partner with AppleCare teams on analysis and mitigation strategies.
- Encourage store teams to send timely and informative Incident Reports on suspicious repair activity, and analyze the information for risk assessment.
- Investigate current service policies and team feedback to identify loopholes in the service experience where fraud can occur.
- Support the creation of new guidance and policies; ensure consistency between regions and service channels whenever possible.
- Streamline reporting tools and formats to keep key partners informed of warranty abuse trends and success of current mitigation strategies
- Track and review existing warranty abuse mitigation strategies to identify any opportunity for enhancement.
Preferred Qualifications
- Strong analytical skills and problem solving skills.
- Self-starter who possesses exceptional time management skills and has great attention to detail.
- A global thinker, who performs well in high-pressure situations in a fast-paced, ambiguous environment.
- Excellent written and verbal communication skills.
- Ability to stay current with the latest processes, procedures, and technology.
- Flexibility to work across multiple time zones
- Some travel required