Training Instructional Designer, AppleCare

Austin, Texas, United States
Support and Service


Weekly Hours: 40
Role Number:200399944
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. The AppleCare Instructional Designer works with business partners to identify training needs and create instructor-led, web-based, and virtual training using cutting-edge technology and innovative solutions. You will partner with multiple teams to forecast potential contact drivers, plan troubleshooting, and curate a learning experience for our Advisors that meets them “where they are.” You will challenge learners’ understanding through relevant activities, author measurable learning objectives, and develop materials that promote transfer, retention, and application. You’ll work under tight deadlines with minimal supervision in a fast-paced, dynamic environment where quality, creativity, and accountability are tradition. This role is located onsite in Austin, Texas.

Key Qualifications

  • Minimum 2 years of instructional systems design experience on projects involving adult learning audiences
  • Call center or customer service exposure and experience
  • Experience with AR/VR and related products is helpful
  • Experience designing simulated learning solutions
  • Ability to effectively navigate ambiguity
  • Experience analyzing, building, and assessing curricula for asynchronous and synchronous classroom-based or virtual training environments
  • Superb written and verbal communication skills and proficiency writing instructional content
  • Shown ability to create content for a global audience
  • Fluency with instructional systems design models and methodologies, authoring tools, and learning management systems integration
  • Effectiveness working with global and virtual teams
  • Experience with project management and time management tools and methodologies
  • Proficiency with word processor and presentation software applications including Pages and Keynote
  • Experience authoring training content in a LCMS
  • Exposure to Web authoring and multimedia tools such as basic HTML, Dreamweaver, and Photoshop
  • Experience with JavaScript and CSS a plus but not required


In this role, you will design and develop training to support AppleCare Advisors. You are expected to bring ideas based on your previous experiences. You will design, develop, and maintain classroom, virtual classroom, and self-paced training content using traditional instructional design and rapid development strategies. You will partner with stakeholders from across Apple to build expertise in new products, anticipate potential contact drivers, and determine the most effective way to convey information to Advisors. You will work with partners to conduct training needs analyses and design learning objectives following Bloom’s Taxonomy. You will build experiential activities appropriate for targeted learners. You will be expected to work closely with subject matter experts to craft, revise, and maintain training content. Your responsibilities will also include the development of valid assessment questions that correlate to learning objectives and assist with question vetting and updating. At Apple, we’re never satisfied with “good enough”; you will be challenged to continually improve the Advisor training experience.

Education & Experience

Bachelor’s Degree or equivalent required; Master's or higher degree in a related field a plus.

Additional Requirements