WW Retail Warranty Protection Manager
Imagine what you could do here! The people here at Apple don’t just create products — they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work. Join Apple, and help us leave the world better than we found it!
We’re a diverse collective of thinkers and doers, continuously reimagining our products and practices to help people do what they love in new ways. That innovation is inspired by a shared commitment to great work — and to each other. Because learning from the people here means we’re learning from the best. Retail Operations creates the tools and programs that empower our teams to provide, a one of a kind, only at Apple experience. We do this by obsessing over the employee and customer experience, and driving a global strategy that sets the bar.
Join our team where you will lead and manage complex, Global Retail Warranty Protection programs that impact our employees and customers. This role is responsible for reducing the cost of warranty abuse and protecting the customer experience by working cross functionally with multiple teams in Apple and with Retail store systems. This person will join a passionate team that works tirelessly to elevate Support experiences for our teams, our customers, and Apple.
- 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.
- 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
- 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
Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant.