Training Operations Program Manager

Summary

Imagine what you could do here! The people here at Apple don’t just create products — they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work!

We’re a diverse collective of thinkers and doers, continuously reimagining our products and practices to help people do what they love in new ways. That innovation is inspired by a shared commitment to great work — and to each other. Because learning from the people here means we’re learning from the best. Retail Operations creates the tools and programs that empower our teams to provide, a one of a kind, only at Apple experience. We do this by obsessing over the employee and customer experience, and driving a global strategy that sets the bar.

The Training Operations team helps our stores to drive consistent training execution, empowering our store teams to deliver only at Apple experiences to achieve outstanding business results. The Training Operations Program Manager will join a hardworking team that works diligently to elevate experiences for our teams, our customers, and Apple.

Description

As a Training Operations Program Manager, you will drive and measure training completion and efficacy across our stores. As a part of a regional field leadership team, you’ll work directly with store teams and Retail leadership to ensure that our teams are equipped with the knowledge and skills necessary to deliver an unparalleled customer experience and drive Apple’s commercial success.

Key cross-functional partners will include: Global Retail Support teams, Store Operations Field Leaders, People Planning Operations, Market Leaders and Market Directors, Retail Finance, Retail Engagement & Marketing, AppleCare, People Team, Stores Business Planning and more.

Responsibilities

• Driving excellence in training execution by educating, inspiring and empowering Retail leaders
• Creating a robust feedback loop between stores and support partners on reporting, tracking, content, facilitation quality, operational roadblocks, and more training-related topics.
• Evaluating training processes, identifying operational gaps, and proposing solutions
• Sharing results, insights and feedback to leadership and other partners
• Developing data-driven action plans, including communication strategies and outlier management
• Partnering with cross-functional teams to improve training processes
• Hosting regular Training ISE calls to provide operational guidance and drive accountability
• Attending field leadership meetings to provide monthly a look-forward on upcoming training and performance against training execution KPIs

Minimum Qualifications

• 6+ years of customer support experience or equivalent experience within GRS or a corporate function
• 3+ years experience in leadership managing direct reports, or formal program management in a corporate functional area
• Strong data analysis skills, with the proven ability to turn analysis into actions aligned to business priorities
• Experience achieving business objectives and behaviour changes, through collaboration and influence across groups
• Outstanding verbal and written communication skills, with the ability to articulate complex information clearly and experience presenting to large audiences and senior leaders.

Preferred Qualifications

• Self-starter who possesses exceptional time management skills with excellent attention to detail
• Ability to stay current with the latest processes, procedures, and technology
• An expert-level understanding of Retail training strategies and operations
• Ability to understand the priorities of different levels of the organisation and drive performance through effective communication and partnership
• Ability to build strong working relationships with various teams across Apple, including at senior leadership level
• Ability to juggle competing priorities and shift focus, where necessary, to support changing needs of the business
• Proficient in Excel, Numbers, Pages and Keynote applications
• Fluency in English required, additional languages preferred
• Some travel between stores to support teams as needed

Apple is an equal opportunity employer that is committed to inclusion and diversity, and thus we treat all applicants fairly and equally. Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.