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Summary
Posted: Jul 14, 2022
Weekly Hours: 40
Role Number:200399956
Imagine what you could do here. At Apple, excellent 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 direct 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. This position will be located onsite in Austin, TX.
Key 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 supporting technical troubleshooting and programs.
- Encouraging leadership skills with a record of building and maintaining hard-working 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 supervision.
- Ability to manage multiple projects within tight timeframes.
- Excellent verbal, written, and interpersonal communication skills.
- Contact center or customer service exposure and experience preferred.
- Experience with web-authoring tools, graphics design, or multimedia preferred.
- Experience with online collaboration tools preferred.
- Experience with developing and managing training content in multiple languages preferred.
Description
The manager will lead the team that develops training content for health products, consumer law, and data privacy. Areas of responsibility include: People Management: Provide direction and guidance to content development team; ensure the team executes on 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, motivate, and drive overall team performance. Business Engagement & Partnership: Collaborate with internal partners to determine how AppleCare Training can best support worldwide business initiatives and impact results. Participate in and chip in to Senior level project initiatives. Program Ownership: Create and execute development strategies and efficiently / appropriately respond to changes in business priorities. Coordinate, implement, and oversee scalable solutions and programs to grow learner capability. Evaluate, track, and report on impact of training to senior leadership. Identify new opportunities and utilize 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.
Education & Experience
Requires a minimum of 8 years of related experience with a Bachelor’s degree; or 6 years and a Master’s degree
Additional Requirements
