Job description
Summary
Posted: Mar 6, 2023
Weekly Hours:
40
Role Number:
200458901
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.
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
seankuhnke.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, seankuhnke.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, seankuhnke.com is the ideal place to find your next job.