Sr. Training Development Manager, AppleCare
6 days ago
Sr. Training Development Manager, AppleCare Sunnyvale, California, United States
Corporate Functions
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 talented managers focused on the training needs of support staff that serve Apple Developers, Business customers, and several non-customer facing AppleCare teams.
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.
Minimum Qualifications
Bachelor’s degree or equivalent, 8 or more years work experience in the training and development industry, with 5 or more years in a people manager role.
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.
Familiarity with eLearning authoring tools and Learning Management Systems (LMS).
Experience in leading and mentoring instructional design managers and teams.
Preferred Qualifications
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.
Additional Requirements
At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $178,900 and $269,400, and your base pay will depend on your skills, qualifications, experience, and location.
Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan. You’ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits.
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.
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