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Training Instructional Designer, AppleCare

Elk Grove,California,United States

Support and Service

The people here at Apple don’t just craft products - they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of these people that supports the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it. The AppleCare Instructional Designer works with business partners to identify training needs and create instructor-led, web-based, and virtual training using ground breaking technology and innovative solutions. You will partner with multiple teams to forecast potential contact drivers, plan troubleshooting, and curate a learning experience for our Advisors that meets them “where they are.” You will challenge learners’ understanding through relevant activities, author measurable learning objectives, and develop materials that promote transfer, retention, and application. You’ll work under tight deadlines with minimal supervision in a fast-paced, dynamic environment where quality, creativity, and accountability are tradition.

Key Qualifications

• Minimum 3+ years of instructional systems design experience on projects involving adult learning audiences

• Call center or customer service exposure and experience

• Experience designing simulated learning solutions

• Ability to effectively navigate ambiguity

• Experience analyzing, building, and assessing curricula for asynchronous and synchronous classroom-based or virtual training environments

• Superb written and verbal communication skills and proficiency writing instructional content

• Shown ability to create content for a global audience

• Fluency with instructional systems design models and methodologies, authoring tools, and learning management systems integration

• Effectiveness working with global and virtual teams

• Experience with project management and time management tools and methodologies

• Proficiency with word processor and presentation software applications including Pages and Keynote

• Experience authoring training content in a LCMS

• Exposure to Web authoring and multimedia tools such as basic HTML, Dreamweaver, and Photoshop

• Experience with JavaScript and CSS a plus but not required

Description

In this role, you will design and develop training to support AppleCare Advisors. You are expected to bring ideas based on your previous experiences. You will design, develop, and maintain classroom, virtual classroom, and self-paced training content using traditional instructional design and rapid development strategies. You will partner with collaborators from across Apple to build expertise in new products, anticipate potential contact drivers, and determine the most effective way to convey information to Advisors. You will work with partners to conduct training needs analyses and design learning objectives following Bloom’s Taxonomy. You will build experiential activities appropriate for targeted learners. You will be expected to work closely with subject matter experts to craft, revise, and maintain training content. Your responsibilities will also include the development of valid assessment questions that correlate to learning objectives and assist with question vetting and updating. At Apple, we’re never satisfied with “good enough”; you will be challenged to continually improve the Advisor training experience.

Education & Experience

Bachelor’s Degree or equivalent experience required; Master's or higher degree in a related field a plus.

Additional Requirements

Pay & Benefits

• At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $106,700.00 and $160,100.00, and your base pay will depend on your skills, qualifications, experience, and location.Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan. You’ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation.Learn more (https://www.apple.com/careers/us/benefits.html) about Apple Benefits.Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.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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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. Learn more about your EEO rights as an applicant (Opens in a new window) .

Apple will not discriminate or retaliate against applicants who inquire about,disclose,or discuss their compensation or that of other applicants. United States Department of Labor. Learn more (Opens in a new window) .

Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. If you’re applying for a position in San Francisco,review the San Francisco Fair Chance Ordinance guidelines (opens in a new window) applicable in your area.

Apple participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program (Opens in a new window) .

Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) .