AppleLead Instructional Designer
Oct. 2019 - Aug. 2022Austin, Texas Area- Implements learning theories, instructional design models, and curriculum strategy for the global AppleCare Support Advisor onboarding program. Our program trains 50K Advisors supporting Apple products and services for 100M customers in 40 languages. - Autonomously leads projects in curriculum design, creation, and implementation of core customer support training topics. Ensures deliverables are met and outcomes meet business needs.
Participates in learner feedback activities with learners, Instructors, line-of-business, analytics, and quality for current and future training. Defines and improves processes through design thinking, concept iteration, and feedback. - Partner with regional content leads to address and meet the needs of a global audience.
Partner with subject matter experts to ensure content meets the needs of accessible learners.
Manages content production end-to-end, and engages and manages external agencies to support scalability. - Communicates ongoing projects and project updates to senior business leaders. Mentors and coaches rotational content developers in basic instructional design skills, including ADDIE and Bloom's taxonomy.