AppleCare Regional Training Manager - Japac
Singapore, Singapore, Singapore
Support and Service
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 then there's no telling what you could accomplish. 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 those people and their ideas that inspires 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.
- - A solid track record as a training/learning manager at a multinational company.
- - Customer support/contact center training experience a plus.
- - Experience managing managers.
- - Experience leading remote employees
- - Solid instructional design and delivery skills that meet the requirements of the adult learner in both classroom and distance learning settings.
- - Solid experience in Instructor Development.
- - Excellent presentation skills with experience delivering to an executive audience.
- - Excellent verbal, written, and interpersonal communication skills in English.
- - Strong project management experience with the ability to lead multiple projects within tight timeframes.
- - Approximately 40% travel.
The AppleCare Regional Training Manager is responsible for all aspects of AppleCare Training Delivery for internal and vendor sites in the JAPAC region. You will manage a team of training professionals to deliver training programs supporting the AppleCare Contact Center organization. This position is located in Singapore. This person in this position will work under tight deadlines in a fast-paced, fast paced environment that demands high quality, creativity, and consistency. Primary Responsibilities: - Ensure the training delivery function has the capacity and capability to train advisors and managers based on the Contact Center workforce needs. - Lead the Instructor Quality program so the Instructors' skills are best in class at supporting classroom and virtual delivery. - Ensure vendors are meeting AppleCare Training compliance requirements. - Champion the WW AppleCare Training and Development initiatives in the JAPAC region to ensure successful implementation. You will partner with AppleCare Training Development leadership to give voice to region specific needs. - Engage with the JAPAC Contact Center leadership to find opportunities where training might improve contact center performance. Partner with AppleCare Training Development team to assess those needs and determine whether training solutions are needed. - Partner with the AppleCare Training Development team to ensure that all training materials have the appropriate regional content based on region-specific culture and go-to-market differences. - Ensure all delivery related data is accurate in the Learning Management System. - Demonstrate leadership by encouraging new ideas and organizational innovation. - Collaborate across organizational boundaries to achieve common goals. - Build strong partnerships with key partners.
Education & Experience
Bachelor's degree or equivalent, plus 8-10 years work experience in the training and development industry. Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.