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Apple AppleCare Training Program Manager United States, North Carolina, Cary 868034770
31.08.2024
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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.Support fellow TPMs and Training Operations Managers in the planning and execution of the AMR and global training vendor strategies.
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.
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.
Additional Requirements
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.
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