Global Retail Warranty Protection Program Lead
6 days ago
We are seeking a highly skilled and experienced Project Manager to lead and manage complex, Global Retail Warranty Protection programs that impact our employees and customers.
Key Responsibilities- Deliver warranty abuse discoveries, trends, actions, outcomes, and feedback to Retail Leadership, channel partners, and key stakeholders.
- Partner with the Field (through Store Operations Field Leaders and 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.
- Partner with WW Retail Warranty Protection lead to ensure consistency across Retail countries as well as different service channels.
- 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.
- 5+ years of Apple customer-facing technical-support experience and strong working knowledge of all service policies.
- 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.
- Languages: Fluency in speaking and writing English. Other languages are a plus.
- 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.
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Retail Warranty Protection Program Manager
6 days ago
Austin, Texas, United States Apple Full timeJob SummaryWe are seeking a highly skilled and experienced Project Manager to 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...
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