Director, Training and Quality - Apple Support

Austin, TX 78701
  • Job Code
    200242480
Summary

Summary

Posted: May 3, 2021

Weekly Hours: 40

Role Number:200242480

Do you have a real passion for helping others learn and grow? Do you strive for high quality results with a stro...Summary

Summary

Posted: May 3, 2021

Weekly Hours: 40

Role Number:200242480

Do you have a real passion for helping others learn and grow? Do you strive for high quality results with a strong focus on the customer experience? Imagine what you could do here. At Apple, great ideas have a way of becoming great products, services, and customer experiences. If you are an innovative, analytical, and engaging leader who thrives in a fast-paced, dynamic environment, we would like to talk to you!

Apple Support is seeking a Director of Training and Quality to manage a global portfolio of training, skilling, and readiness programs for our global Apple Contact Center Support teams. You'll lead a global team responsible for our long term training and quality strategy, owning end-to-end curriculum management and quality standards to ensure Apple Support continues to deliver the highest quality experience our customers expect and deserve.

This position can be based in Austin or Santa Clara Valley.

Key Qualifications

  • 10+ years senior management experience in Contact Centers or other customer facing organization
  • 5+ years leading training efforts for a large global organization, developing and delivering training content, partnering with leadership to build course work, and evaluating results
  • 5+ years experience leading and developing a global team. Personal stature and gravitas to be credible with top management and approachable to an organization of over 300 employees
  • Track record of successfully designing, developing, and delivering high-impact training programs to a global audience of onsite and remote learners using a variety of techniques (e.g., instructor-led training, self-paced online courses and/or videos, on-the-job training, and simulations.)
  • Deep understanding of adult learning theory and ability to implement learning solutions that are interactive and learner-centered
  • Strong knowledge of quality management processes including quality monitoring, process improvement, and customer journey mapping
  • Proven analytical capabilities; experience deriving relevant insights, trends, and themes from large amounts of data and developing summary presentations for business leaders
  • Strong leadership skills, agile to adjust to different levels of the organization to achieve results
  • Successful track record of building, implementing, and improving operational processes; familiarity with continuous process improvement methodologies, such as Six Sigma or LEAN, a plus.
  • Ability to facilitate strategic discussions with business leaders to identify needs, align on goals, scope requests, and plan strategy for new product training, delivery, and scale.
  • Comfortable with ambiguity and constant change, able to methodically work through complex problems, set priorities, and execute on commitments
  • Experience collaborating and driving projects with distributed teams across multiple timezones, languages and cultures strongly preferred
  • Role will involve up to 20% travel, domestic and international

Description

In this role, you'll lead the Apple Support Training and Quality organization in defining the vision, strategy, and developing annual roadmaps to execute on key initiatives. You will provide thought leadership to new projects, systems, and KPIs, by setting up well thought out and robust quality measurement and management frameworks. taking a consultative approach to understanding business needs and designing and delivering effective, innovative, and high-quality learning programs that deliver measurable results. You'll build strong cross-functional partnerships and leverage your relationships with content experts, engineering leaders, product managers, business partners, trainers, and creative teams to quickly gather information, refine objectives, and produce training programs that can be delivered at scale to a global audience. Additionally, this role requires continuous review of training effectiveness and identification of opportunities utilizing data to drive impact.You'll partner closely with AppleCare Leadership to ensure that key initiatives are lined up to the strategic goals of the organization.

Education & Experience

Bachelor's degree
Six Sigma / COPC / CX certifications desired

Additional Requirements

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Director, Training and Quality - Apple Support

Apple, Inc.
Austin, TX 78701

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