AppleCare Training Program Manager

Summary Posted: Aug 22, 2024 Role Number: 200564835 At Apple, we believe in hard work, a fun environment, and the kind of creativity and innovation that only comes about when highly skilled people from diverse backgrounds approach problems from varying perspectives. We believe each customer interaction is an opportunity to delight, engage, and inspire – and that by focusing on the smallest of details, we can make big impacts with our customers! The AppleCare Training Program Manager team in AMR is looking for a dynamic, professional with training experience to join their team. In this role, you will gain an insider's view on AppleCare Training processes, planning and execution of all delivery programs in Apple’s Vendor Training world. You will build strong, durable relationships with internal and supplier partners. In addition, the development of cross-functional relationships with stakeholders including Vendor Management, Quality, Project and Change management among others, will be essential. Description Description As a Training Program Manager, in supporting the AppleCare business customer experience goals, you will develop cross regional relationships with global training teams and have opportunities to assess and drive project and change processes. You will work closely with other TPM’s in and outside of region, including TPM Managers, and Training Delivery Managers, Instructors and other training professionals. Responsibilities Include: Act as the primary point of contact for specific Vendor Training organizations, addressing and supporting the training needs of the Partner. Execute strategies for implementing training and program management initiatives. Encourage continuous improvement by constantly monitoring and sharing best practices. Demonstrate Project and change management leadership by encouraging new ideas and organization innovation. Analyze, review, and communicate detailed reporting from Tableau on OSV Training performance. Collaborate across the organization to achieve common business goals. Support fellow TPMs and Training Operations Managers in the planning and execution of the AMR and global training vendor strategies. Build strong partnerships with key stakeholders such as Vendor Managers, Vendor Account Managers, Quality Program Managers and AppleCare leadership. Partner with the Content Development team to ensure that all training feedback from partners are current and reflect best practices. Minimum Qualifications Minimum Qualifications Previous experience in a training environment, within a customer support multinational company. Strong project management experience with the ability to manage multiple projects within tight timeframes. Extensive cross functional experience working in a fast paced contact center environment. Understanding or educational background in Training and Development methodologies. Key Qualifications Key Qualifications Preferred Qualifications Preferred Qualifications Experience in working with external partners in a similar or transferable environment. Understanding or educational background in Training and Development methodologies. Ability to work in a fast changing environment, build credibility with stakeholders and work independently. Ability to work with Tableau and complete detailed reporting analysis. A good understanding of Instructional Design processes preferred. Excellent presentation, and facilitation skills. Excellent verbal, written and interpersonal communication skills. Deep understanding of the requirements for AppleCare training including technical and non-technical Advisors. Education & Experience Education & Experience Additional Requirements Additional Requirements Pay & Benefits Pay & Benefits 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 $89,800 and $163,300, 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. Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program. More 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.