Summary

　　Posted: Nov 14, 2023

　　Weekly Hours: 40

　　Role Number:200519669

　　The people here at Apple don't just craft products - they build the kind of wonder that's revolutionized entire industries. It's the diversity of these people that supports the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it. This is an opportunity to join the AppleCare Training and Procedures Content team and lead a group of dedicated managers focused on the training needs of support staff that serve Apple Developers, Business customers, and several non-customer facing AppleCare teams.

　　Key Qualifications

　　Key Qualifications

　　Demonstrated leadership skills with a track record of building and maintaining highly effective teams. Possesses the ability to approach problems flexibly, with a willingness to adapt and modify one's approach without compromising on the desired outcome. Builds teams that exhibit accountability, learn from mistakes, and engage in productive feedback exchange. Demonstrates curiosity about others and effectively engages with team members at every level within the organization. Exhibits the ability to develop and deliver clear communications tailored to the needs of the audience. Displays the capacity to lead with empathy and diplomacy in a variety of situations. Exhibits mastery of instructional design models and methodologies. Possesses a strong understanding of adult learning principles and their application to instructional design for classroom-based, self-guided, and virtual training. Familiarity with eLearning authoring tools and Learning Management Systems (LMS). Experience in leading and mentoring instructional design managers and teams.

　　Description

　　Description

　　As the senior manager, you will lead teams of hard-working instructional designers who collaborate with the business to identify training needs and create instructor-led, e-learning, and virtual training using groundbreaking technology and innovative solutions. Key responsibilities of this role include: Assessing, motivating, and guiding overall team performance to ensure training plans align with organizational goals. Creating space to listen, learn, and amplify diverse perspectives and experiences. Serving as a role model for inclusive leadership behaviors and taking responsibility for building, developing, and retaining diverse teams. Conducting regular one-on-one meetings and development discussions with team members; understanding direct reports' career goals and partnering with them to support their development plans. Managing instructional design projects from inception to completion, including needs analysis, budgeting, scheduling, and resource allocation. Consulting with business stakeholders to provide creative solutions to address identified strategic challenges. Developing and implementing strategies to assess the effectiveness of learning programs in order to make data-driven decisions. Preparing and delivering presentations on the effectiveness and outcomes of training projects and programs to senior leaders. Creating and/or supporting proposals for new training programs that have a positive impact on instructional designers and learners.

　　Education & Experience

　　Education & Experience

　　Bachelor's degree or equivalent experience 8+ years work experience in the training and development industry, with 5+ years in a people manager role.

　　Additional Requirements

　　Additional Requirements

　　Contact center or customer service exposure and experience are preferred. Experience in collaborating on and driving projects with distributed teams across multiple time zones, languages, and cultures is preferred. Experience in developing and managing training content in multiple languages is preferred. Experience in sourcing from and working with training vendors is preferred. The role may require domestic and/or international travel, approximately 15% of the year.