苹果Trainer, Retail Customer Care
任职要求
Minimum Qualifications • Makes space to listen, learn, and amplify diverse perspectives and experiences • Actively seeks out opportunities to champion and celebrate inclusion and diversity • Experience in assessing learning needs and identifying performance gaps • Experience defining curriculum strategies and training plans • Experience designing and developing training content, courses or programs, and training evaluation • Experience with learning management systems, performance data analysis and reporting tools • Excellent presentation/facilitation skills • Ability to work efficiently under deadline with numerous proje…
工作职责
-Provide professional support and assistance to leadership team for performance and development conversations through workshop and classroom setting -Work with business partners in identifying performance issues, drafting and executing learning strategy, delivering courses in a professional and “Apple” manner -Accountable for work identified in ADDIE model to provide Apple and third party product and service aspect of learning solution for the Retail Contact Center with creative thinking and methodology -Build an association of trust with contact centre management and to update training progress, understand business challenges and performance gaps of teams and individuals -Engage closely with coaches to ensure lessons learned are implemented, and that training needs identified by the coaches are documented and solutions put in place -Collaborate with regional and worldwide learning team members in content development, content maintenance, and developmental projects -Continue to maintain and update extensive knowledge of line of business, and of products and services of Apple brand and third parties, participate in project updates, and facilitate train the trainer sessions to vendor partner -Utilize learning management systems for registration, administration, delivery and evaluation of training -Prepare training facilities, including rooms, equipment and supplies Ensuring the success of training through analysis, reporting and feedback -Support vendors in learning solutions, including training needs identified through change management and business updates -Support Discovery Center as part of learning solution, its hardware and software logistics, including but not limited to content curation and cross-functional group collaboration
·岗位名称：学习与发展（L&D） ·所属部门：IBU CSC OTLD ·工作地点：上海 ·岗位定位：围绕公司业务战略与关键岗位能力要求，构建并运营学习与发展体系，提升人才供给质量与业务绩效 一、 1. 学习战略与需求洞察 ·通过业务访谈、岗位画像、绩效与客户数据分析，识别核心能力差距，制定年度/季度学习地图与优先级 ·为不同人群（各岗位序列、管理者、新人）设计分层分群的培养路径与里程碑 2. 项目设计与交付 ·端到端规划与落地重点项目：新人培养体系、管理者发展、关键岗位能力提升、合规与安全等 ·进行课程开发与迭代，组织训练营/工作坊/行动学习/导师制/轮岗等形式 ·担任项目主持与课堂引导师，保证体验与质量；对学习对象进行分层运营与激励 3. 平台与学习运营 ·负责学习平台的运营与数据看板，优化课程上架、学习路径、考试认证与学分体系 ·通过社群、打卡、积分、勋章等运营手段提升触达率、完课率与活跃度 ·招募与认证内训师，建立讲师梯队与课程库；制定内容标准、版本管理与版权合规 4. 培训效果评估和跟踪 ·建立评估体系（参考Kirkpatrick四级），跟踪满意度、学习迁移/行为转化与业务影响 ·供应商与预算管理，筛选与管理外部评估/培训供应商，制定项目SLA与验收标准，控制成本与交付质量 ·保障数据安全与隐私合规，完善制度、流程、模板与项目SOP 4. 跨部门协同与机制对齐 ·与HRBP、招聘、绩效、薪酬及业务线协同，将学习结果与晋升、认证、岗位资格、绩效改进打通 lJob Title: Learning & Development (L&D) lDepartment: IBU CSC OTLD lLocation: Shanghai lRole Positioning: Build and operate a learning and development system aligned with the company’s business strategy and key role capability requirements, improving talent supply quality and business performance. I. Key 1. Learning Strategy and Needs Analysis ·Identify core capability gaps through business interviews, role profiling, and analysis of performance and customer data; develop annual/quarterly learning roadmaps and priorities. ·Design tiered and segmented development paths and milestones for different populations (job families/streams, managers, and new hires). 2. Program Design and Delivery ·Plan and deliver end-to-end key programs, including new-hire development systems, manager development, critical role capability enhancement, and compliance and safety. ·Develop and iterate courses; organize bootcamps, workshops, action learning, mentoring, and job rotations. ·Serve as program lead and session facilitator; ensure learner experience and quality; manage segmented learner operations and engagement. 3. Platform and Learning Operations ·Own learning platform operations and dashboards; optimize course publishing, learning paths, assessments/certifications, and credit systems. ·Increase reach, completion, and engagement via communities, check-ins, points, badges, and other engagement tactics. ·Recruit and certify internal trainers; build a trainer bench and course library; set content standards, version control, and copyright compliance. 4. Training Evaluation and Follow-up ·Establish an evaluation system (referencing Kirkpatrick’s four levels); track satisfaction, learning transfer/behavior change, and business impact. ·Vendor and budget management: select and manage external assessment/training vendors; define project SLAs and acceptance criteria; control costs and delivery quality. ·Ensure data security and privacy compliance; refine policies, processes, templates, and project SOPs. 5. Cross-Functional Collaboration and Alignment ·Partner with HRBP, Recruitment, Performance, Compensation, and business lines to connect learning outcomes with promotion, certification, job qualification, and performance improvement.
1.Team Building and Management: Responsible for building international chain teams for new country food delivery markets from scratch and managing daily operations. Able to quickly enhance the team's business capabilities and achieve team goals. 2.City Operations and Management: Oversee operations in multiple cities, using scientific analysis methods to collect information, formulate and implement operational strategies, and be accountable for city performance. Continuously improve new signings and operational plans. 3.Comprehensive Perspective: Possess an end-to-end perspective, quickly identifying core frontline issues (BD pain points, merchant pain points, user pain points), providing timely feedback and communicating with headquarters, integrating resources, and expanding business at low cost. 4.International Team Management: Capable of managing teams with diverse cultural backgrounds, establishing scientific talent development mechanisms at all levels, and cultivating international business talent. 5.Experience Summary and SOP Development: Organize work experience, extract methodologies, develop standard operating procedures (SOPs), and build end-to-end processes for overseas business. 6.Ensuring Results: Utilize project management to develop detailed execution plans and supervision mechanisms, strictly control each stage, use data-driven and scientific analysis methods for dynamic adjustments, and ensure expected outcomes are achieved.
We are looking for a dedicated and experienced Last Mile Trainer to join our logistics team. The role involves training delivery riders on last mile delivery operations, company policies, safety procedures, and customer service excellence to ensure efficient and high-quality deliveries.
1. Communicate/discover training needs& develop the training schedule according by data analysis/survey ect. 2. Conduct effective business and operations induction and orientation sessions 3. Maintain the training record and materials, optimizing training materials based on data and research 4. Keep the close cooperation with global customer service teams to continuously output qualified employees in line with the job requirements for the team 5. Track and compile collected performance data, follow up and evaluate trainee’s performance 6. Conduct training satisfaction surveys and get feedback from the trainees 7. Follow the Training & Coaching SOP and provide the valuable feedback 8. Consultation with other trainers, line manager, and leadership; deal with all kinds of work from Training Manager/Supervisor