Training & Coaching Manager, Apple Retail Contact Center Shenzhen, China

Shenzhen, Guangdong, China
Corporate Functions


Weekly Hours: 40
Role Number: 200058194
The Apple Store Sales and Service Greater China team is seeking a Training and Coaching Manager to join the management team. At Apple, we believe in hard work, a fun environment, and the kind of creativity and innovation that only comes about when talented 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. Building this environment starts with YOU! The ideal candidate will have experience working in a fast-paced B2C and B2B E- commerce environment.

Key Qualifications

  • Excellent written and spoken English;
  • Fluent Mandarin is a must;
  • Experience assessing learning needs and identifying performance gaps; Experience defining curriculum strategies and training plans;
  • Experience designing and developing training courses and/or programs; Excellent presentation/facilitation skills;
  • Excellent verbal, written and interpersonal communication skills;
  • Ability to build strong relationships with business partners;
  • Experience with learning management systems;
  • Experience in the areas of computing and technology;
  • Strong attention to detail;
  • Experience evaluating training programs;
  • Experience analyzing data, identifying trends and reporting results;
  • Ability to work quickly and efficiently under deadline pressure;
  • Ability to handle numerous projects simultaneously;
  • Ability to work with confidential information.


• Training : ensure the ongoing training and development of staff members for all of the Sales and Service organization, including contact centre and support staff • Coaching : Implementing a World Wide strategy for a coaching program while strongly support regional business needs • Maintaining direct contact with our Sales, Marketing, New Products, Logistics, Finance & Operations organizations and provide a focal point of contact for people on the subject of Customer Care for Apple Online Store • Work with the WW Development team to ensure the needs of Greater China are included in all training materials at the start of development • Work with local business owners to assess the training and coaching needs and develop plans and programs to affect positive change in behavior • Work with Global Instructional Designers on a training Evaluation and Measurement standards • Manage and develop the team of trainers and coaches

Education & Experience

Additional Requirements