Training Development Manager

　　Austin,Texas,United States

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　　Summary

　　Posted:Jan 12, 2024

　　Role Number: 200534444

　　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 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.

　　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.

　　Inspiring leadership skills with a record of building and 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 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 day-to-day operations for the Continuity+ and Services onboarding training development team. 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 contribute to Senior level project initiatives. Program Ownership Build and implement 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 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.

　　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

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