Job Description

Imagine what you could do here. At Apple, great ideas have a way of becoming great products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. The AppleCare Training and Development team is seeking an experienced and motivated manager to develop a team of hardworking instructional designers. You and your team will work with business partners to identify training needs and build instructor-led, e-learning, and virtual training using ground-breaking technology and innovative solutions.

Description

The manager will lead day-to-day operations within the Non-Advisor Training Content Development team. Areas of responsibility include: PEOPLE MANAGEMENT - Provide direction and mentorship to content development team; ensure the team completes the training roadmap. - Conduct regular 1:1s and development discussions with team members; is aware of each direct report’s career goals, partners to support their development plans. - Assess, empower, and drive overall team performance. BUSINESS ENGAGEMENT & PARTNERSHIP - Collaborate with internal partners to resolve how AppleCare Training can best support worldwide business initiatives and impact results. - Participate in and contribute to Senior level project initiatives. PROGRAM OWNERSHIP - Create and complete development strategies and efficiently / appropriately respond to changes in business priorities. - Coordinate, implement, and be responsible for scalable solutions and programs to grow learner capability. - Evaluate, track, and report on impact of training to senior leadership. - Identify new opportunities and use existing opportunities to improve training measures. - Oversee the team in creation, curation, and communication of formal training programs. Position may require periodic domestic or international travel.

Minimum Qualifications

• Knowledge and understanding of adult learning theory and instructional design methodologies for classroom-based, self-guided, and virtual training.
• Experience designing training programs for contact center personnel.
• Inspiring leadership skills with a record of building a positive and motivating working environment while maintaining high-achieving teams.
• Curious and forward thinking, with passion to improve and simplify processes.
• Integrity and respect for confidentiality.
• The ability to work under deadlines with minimal direction.
• Ability to lead multiple projects within tight timeframes.
• Excellent verbal, written, and interpersonal communication skills.
• 8 years of related experience
• A Bachelor’s degree or equivalent work experience

Preferred Qualifications

• Contact center or customer service exposure and experience.
• Experience with web-authoring tools, graphics design, or multimedia.
• Experience with online collaboration tools.
• Experience with developing and leading training content in multiple languages and/or for multiple regions.
• A Master’s degree or equivalent experience in a related field

• 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.

Job Tags

Work experience placement, Worldwide,

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