Sr. Training Development Manager, AppleCare

Summary

Posted: Nov 5, 2024

Role Number:200577322

The people here at Apple don't just craft products - they build the kind of wonder that's revolutionized entire industries. The diversity of our people fuels 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 Content Development team to lead a group of talented managers focused on the training needs of support staff that serve Apple customers.

Description

As the senior manager, you will lead managers who lead teams of hard-working instructional designers. The teams you lead will 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, including setting and communicating a vision for your organization. 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 team members' and 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.

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• Demonstrated leadership skills with a track record of building and maintaining high-achieving 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.
• Experience implementing strategies that assess the effectiveness of learning programs.
• Familiarity with eLearning authoring tools and Learning Management Systems (LMS).
• Experience collaborating on and driving projects with distributed teams across multiple time zones, languages, and cultures.
• Ability to occasionally travel and work evening or weekend hours to support a worldwide team or key projects, as needed
• Experience leading and mentoring instructional design managers and teams.
• Bachelor's degree or equivalent experience

• 8 or more years work experience in the training and development industry, with 5 or more years in a people manager role.
• Experience working in a contact center or customer service environment.
• Experience developing and managing training content in multiple languages.
• Experience sourcing from and working with training vendors.

• 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.