At Apple, we believe in hard work, a fun environment, and the kind of creativity and innovation that only comes about when talented people from diverse backgrounds approach problems from varying perspectives. We believe each customer interaction is an opportunity to delight, engage, and inspire—and that by focusing on the smallest of details, we can make a big impact with our customers.
We are seeking an exceptional Learning and Coaching Manager to elevate the capabilities and performance of our retail customer care teams. In this pivotal role, you will champion a culture of continuous learning and growth, designing and implementing innovative development programmes and coaching strategies that empower our employees to deliver Only-at-Apple customer experiences. You will work closely with retail leadership to identify development needs, foster talent, and ensure our teams are always ready for what's next.
Description
As a Learning and Coaching Manager, you will be instrumental in shaping the future capabilities of our RCC teams.
Your key responsibilities will include:
Collaborating cross-functionally: Work closely with quality, regional, and worldwide Learning & Development teams, as well as Retail Customer Care leadership, to reach business goals and enhance the customer experience.
Assessing learning needs and performance gaps: Proactively identify development opportunities and translate them into creative, data-driven learning solutions.
Designing and delivering impactful learning programmes: Develop and implement innovative learning solutions (instructor-led, e-learning, blended) for diverse audiences, including front-line staff and leadership within Retail Customer Care.
Championing innovation: Inspire creativity in learning solutions, ensuring our teams are always future ready.
Measuring programme effectiveness: Utilise an analytical mindset to interpret data, measure the impact of learning initiatives, and drive continuous improvement.
This is an exciting role where you can significantly impact the customer experience at Apple, all within a supportive team environment.
Minimum Qualifications
Inspiring leadership skills with a proven record of building and maintaining high-achieving teams.
Deep passion for Apple products, services, and the customer experience.
Proven expertise in designing, developing, and delivering impactful learning programmes (instructor-led, e-learning, blended) for diverse audiences, including front-line staff and leadership.
Demonstrated ability to establish and scale effective coaching frameworks and methodologies.
Strong understanding of adult learning principles, instructional design, and performance consulting.
Exceptional communication, presentation, and facilitation skills, with the ability to inspire and engage large groups and individuals.
Analytical mindset with the ability to measure programme effectiveness, interpret data, and drive continuous improvement.
Proven ability to influence and collaborate effectively with cross-functional teams and senior leadership.
Ability to thrive in a fast-paced, dynamic, and evolving environment.
Strict adherence to company policy on confidential materials.
Preferred Qualifications
Coaching or Training Qualification (Equivalent practical experience will also be considered.)
Experience with Apple's ecosystem is highly desirable.