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Apple

Senior Manager, AppleCare Content and Learning

Sacramento, CA

Summary

Posted: Mar 21, 2023

Role Number:200470631

At Apple, we work every day to create products that enrich people's lives. Everything we build is designed-first and foremost-with helping people in mind. We believe the customer experience is no different and when a customer contacts Apple for assisted support, it should be as effortless as using any of Apple's amazing products. Our newly created strategic content team will support this belief by innovating and maintaining content and related systems that enable Advisors to solve most issues in a single interaction for Apple's Customers. AppleCare is looking for a Senior Manager that will create and implement the strategic roadmaps that lead to advisors having the right skills and content resources to support customers when they contact Apple. Further, this leader will be responsible for innovating solutions that reduce friction points for advisors either directly or by influencing other organizations.

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Key Qualifications

  • 10+ years of people management experience with 5 years or more at a Senior Manager level
  • Passionate people leader with a proven history of creating and fostering an inclusive work environment
  • Ability to mentor, coach and develop people
  • A highly effective presenter and with excellent written and verbal communication skills with experience communicating at the executive level
  • A collaborative leader that enjoys working with other teams to solve problems and innovate solutions
  • Up to date on industry trends and a proven record of identifying and applying new technologies and methods that evolve learning and content to increase effectiveness
  • Proven track record of integrating and leading complex teams and establishing effective structure and processes to manage various projects and work load.
  • Deep experience in various adult training and learning methodologies including media, self-guided instruction and instructor led.
  • Experience in project and program management (PMI certification a plus)
  • Experience with learning and content management systems and deep experience designing and using media solutions as learning and reference solutions

Description

This Content and Learning organization will maintain and improve more support procedures, manage various systems used to host and create different type of content and instructional resources. Key responsibilities include: Lead a complex organization Design testing strategies that assess advisor capabilities and feedback processes that will lead to supplemental learning solutions, training content and delivery, continuous improvement processes and provide insights to hiring quality. Establish a readiness team that ensures integrated and timely solutions across the support foundations organization Partner with other content and learning teams at Apple Lead the project planning, resource planning, and day-to-day project management using suitable methodologies to ensure timely delivery Set strategy and solutions that evolves learning and training methodologies for adult learners Oversee a team of writers and editors that are responsible for customer support procedures Collaborate with other organizations to improve the resources that advisors use to support customers Proactively communicates up and out to stakeholders to give updates on projects and initiatives and to influence change

Education & Experience

Bachelor's Degree required, MBA preferred or equivalent experience.

Additional Requirements

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 $174,500 and $262,000, 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.

Client-provided location(s): Sacramento, CA, USA
Job ID: apple-200470631
Employment Type: Other

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