Apple Product Verification Area Manager

• Fraud Prevention or Risk Management experience is a plus
• Experience leading a operations team in a contact center
• Creative and curious solution finder
• Minimum 4 years experience in a management capacity in a contact center or operations team, experience managing supervisors is a plus
• Experience leading cross functional or cross site groups
• Experience leveraging visual analytics in tableau reporting to drive business insights a plus
• Works effectively on a global team and is flexible to accommodate time zone differences.
• Solid understanding of support processes and procedures
• Strong and effective written and verbal communication skills including ability to tailor your message to your audience

Responsibilities include: Facilitate and encourage creativity that empowers a team to apply functional expertise to continually improve customer and employee experiences Create a culture of growth and development through regular conversations that supports longterm development of employee career goals and aspirations at all levels of the organization Assess, create and drive overall team performance through creation of agreed upon operational strategies Support and build relationships with cross-functional partners Plan ahead in order to support future organizational goals and initiatives in AppleCare Connect with compassion and ensure employees are supported and aware of Apple benefits Conduct one-to-one meetings with employees and Staff Meetings as directed by the business Evaluate and coach to the overall success of your organization Provide a level of support, guidance, and accountability to Team Manager decisions Attend quality meetings and all meetings that are critical to the role Analyze business to identify trends and decide critical focus areas; formulate a strategy that effectively drives performance improvement and employee engagement that is consistent with our Apple values Regularly evaluate the performance of your team which culminates to a quality annual performance review Deliver on commitments as it relates to projects, people or agreed deliverables Regularly assess the quality of Team Manager activities through the use of various tools ensuring necessary conversations are being held and performance is being managed Continually seek and implement opportunities for cost reduction by monitoring productivity and efficiencies Support and establish relationships with cross-functional partners Plan ahead in order to support future organizational goals and initiatives in Apple Communicate in a concise, clear and consistent manner which translates strategy into action Collaborate across the business to drive financial and operational improvements. Drive engagement that aligns to Apple Credo and Culture at all levels

Bachelor's degree or equivalent experience preferred