Senior Operations Specialist

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Akkodis
Cupertino, CA, United States
53.00 - 55.00 USD / Hour
  • Consulting
  • Applications have closed

Akkodis is seeking anSenior Operations Specialist — Payment Operations Support role for a 1-year contract role with a client in Cupertino, CA (Hybrid). We’re ideally looking for an applicant with Must have payments industry experience (credit cards, banks, gift cards, cash equivalents) and Fraud exposure required (fraud prevention, fraud mitigation, scam industry knowledge). Bonus: Degree in International Relations/International Affairs.

Pay Range: $53-$55/hour; The rate may be negotiable based on experience, education, geographic location, and other factors.

Business Justification: Anti-Fraud & Support Process Operations, focused on customer support processes and executive escalations

Summary:

We’re looking for a seasoned Operations Specialist to join our Payment Operations team, with a focus on optimizing our customer support processes and managing executive escalations.

This role will be instrumental in supporting key fraud mitigation efforts, operational initiatives, and driving process improvements to ensure the integrity and security of our payment operations across digital platforms, including the App Store, Music, iCloud, TV, Movies, and more.

Role Overview

  • As a Senior Operations Specialist, you’ll lead initiatives aimed at enhancing customer support processes with cross-functional teams (including our contact centers) and managing high-priority escalations that standard processes struggle to resolve.
  • This includes collaborating closely with cross-functional teams to detect, mitigate, and prevent fraud and scam activity impacting our store credit and gift card products and, while supporting key projects designed to safeguard our customers.

Responsibilities:

  • Manage executive escalations related to store credit and gift card fraud, ensuring timely resolution and alignment with fraud mitigation strategies.
  • Lead special projects to improve fraud detection, mitigation, and prevention measures, specifically for store credit and gift card products.
  • Oversee and refine customer support processes to handle fraud-related cases efficiently, including managing communications with internal teams and external partners.
  • Track, analyze, and prioritize fraud-related issues in testing and production environments; coordinate with engineering and partners to resolve issues swiftly.
  • Conduct end-to-end testing for fraud prevention initiatives, providing regular updates and documentation on testing progress.
  • Support program management, reporting, and documentation for fraud and risk initiatives, ensuring compliance with evolving industry standards.
  • Monitor performance metrics related to fraud detection and partner performance, issuing alerts and providing actionable insights to business teams.

Key Qualifications:

  • Deep understanding of store credit and gift card products, including fraud risks, scam scenarios, and risk management best practices.
  • Expertise in fraud prevention, compliance, and risk management controls within the payments industry.
  • Proven experience in designing and optimizing customer support processes to enhance service efficiency and response times.
  • Strong analytical and critical thinking skills, with a proactive, innovative approach to fraud prevention.
  • Excellent written and verbal communication skills, able to clearly convey findings and updates to stakeholders at all levels.
  • Collaborative and adaptable team player, with the ability to thrive in a dynamic, fastpacked environment.
  • Exceptional attention to detail, with proven project management experience in operational support.

Operational Specialist ROI

  • 30 hours across team spent researching, responding and resolving customer & executive escalation originating from ER, RCC and Integrators
  • 20 hours across team identifying, designing and driving customer support or operational process, efficiency and system enhancements related to fraud & tampering
  • Head could drive up to a 5% decrease in overall spend on fraud & tamper related customer support currently estimated at $28M per year
  • Would free up senior OPs PMs to drive more revenue generating or cost saving projects like Revive, Redemption Optimization, South Korea Gift Cards, etc.

If you are interested in this role, then please APPLY NOW. For other opportunities available at Akkodis, or any questions, feel free to contact me.

Equal Opportunity Employer/Veterans/Disabled

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, an EAP program, commuter benefits, and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable. Disclaimer: These benefit offerings do not apply to client-recruited jobs and jobs that are direct hires to a client.

To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit https://www.akkodis.com/en/privacy-policy.

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

· The California Fair Chance Act

· Los Angeles City Fair Chance Ordinance

· Los Angeles County Fair Chance Ordinance for Employers

· San Francisco Fair Chance Ordinance

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