Amr Regional Training Manager, Applecare

• Experience managing managers.
• A solid track record as a training/learning manager at a multinational company.
• Customer support/contact center training experience a plus.
• Excellent presentation skills with experience delivering to an executive audience.
• Approximately 40% travel
• Solid instructional design and delivery skills that meet the requirements of the adult learner in both classroom and distance learning settings.
• Excellent verbal, written, and interpersonal communication skills in English.
• Solid experience in Instructor Development.
• Experience leading remote employees
• Strong project management experience with the ability to lead multiple projects within tight timeframes.

Key responsibilities include: Ensure the training delivery function has the capacity and capability to train advisors and managers based on the Contact Center workforce needs. Lead the Instructor Quality program so the Instructors' skills are best in class at supporting classroom and virtual delivery. Ensure vendors are meeting AppleCare Training delivery and quality requirements. Champion the WW AppleCare Training and Development initiatives in the AMR region to ensure successful implementation. You will partner with AppleCare Training Development leadership to give voice to region specific needs. Engage with the AMR Contact Center leadership to find opportunities where training might improve contact center performance. Partner with AppleCare Training Development team to assess those needs and determine whether training solutions are needed. Partner with the AppleCare Training Development team to ensure that all training materials have the appropriate regional content based on region-specific culture and go-to-market differences. Ensure all delivery related data is accurate in the Learning Management System. Build development plans for your directs and organization, which supports a learning culture where your team is highly motivated to continue to learn and develop in their career. Demonstrate leadership by encouraging new ideas and organisational innovation. Your approachable personality inspires interaction and consensus building across teams. You are an open-minded, skillful listener and active participant.

Bachelor's degree or equivalent, plus 8-10 years work experience in the training and development industry.