US-Lead Genius

Apple•Naperville, IL

14h•Onsite

About The Position

Apple Retail brings together Apple expertise to help customers do what they love and deliver an only-at-Apple experience. Apple describes inclusion as a shared responsibility and aims to foster a culture where everyone belongs and can do their best work. The Lead Genius has a whole-store mindset and supports the Store Leadership team. This role facilitates meaningful experiences for customers and team members, helps teams perform and contribute to operational excellence, and ensures team members have the support, tools, and resources needed for excellent customer interactions. At the Genius Bar, the Lead Genius supports a culture of human connection while helping deliver same-day assistance and timely repairs. The role assists with day-to-day leadership responsibilities and drives operational readiness and sustainability of the Genius Bar and Repair Room. The Lead Genius serves as a role model for quality decision-making and supports achievement of store goals. The position requires extensive knowledge of Apple products, services, and Genius Bar repair processes. The Lead Genius supports customers with product and software concerns, troubleshoots and repairs Apple hardware and software, and communicates clearly and empathetically throughout service interactions. The role partners with Genius Bar colleagues and leadership to identify recurring issues, provide feedback to Apple, improve repair processes and customer experience, coordinate training, deliver feedback, and mentor team members. The Lead Genius also communicates store goals and priorities, responds to team member concerns, supports store operations, and contributes to an inclusive environment that reflects Apple's values.

Requirements

Experience in retail or sales, or related work experience.
Experience troubleshooting hardware and software issues in a customer service environment.
Experience mentoring or leading others, personally or professionally.
Visual inspection and fine motor skills sufficient to safely perform hardware repairs.
Availability to work a schedule based on business needs, which may include nights, weekends, and public holidays, and reliable attendance as scheduled, subject to local laws and approved accommodations.

Nice To Haves

Technical expertise in repairing Apple devices.
Ability to motivate others toward performance goals through open dialogue, collaboration, and recognition.
Ability to resolve conflict and settle differences productively.
Ability to work in a fast-paced environment and make timely decisions using analytics, experience, and judgment.
Excellent attention to detail and organizational skills.
Ability to work autonomously and take initiative without close supervision.
Ability to allocate resources and adjust processes to provide an exceptional customer experience.
Ability to drive results individually and through enabling others by leading and collaborating.
Ability to communicate effectively and tailor communication style to different audiences.
Ability to frequently handle, lift, and move merchandise safely.

Responsibilities

Stay current on Apple products, services, and Genius Bar repair processes and procedures to support efficient repairs.
Assist customers with Apple product and software concerns in a timely and empathetic manner; explain technical issues, set expectations, and provide updates.
Troubleshoot, diagnose, repair, and resolve Apple hardware and software service concerns.
Understand customer needs, identify ownership opportunities, recommend products and services, and educate customers about ways to buy.
Work with Genius Bar team members to identify recurring repair problems and service concerns, and align with the area manager to provide feedback to Apple.
Use knowledge of hardware and software components to identify potential sources of technical issues and educate team members.
Partner with leadership to develop strategies that improve Genius Bar repair processes and the overall customer experience.
Identify, coordinate, and deliver Genius Bar team training; provide feedback and mentorship.
Inform and energize team members about store performance goals, priorities, and communications.
Respond to time-sensitive team member feedback, questions, and concerns, escalating issues to Store Leadership as appropriate.
Support store operational needs, including opening and closing procedures, cash management, and overrides.
Perform other tasks as needed, including customer-facing activities on or off the sales floor.
Contribute to an inclusive environment by respecting differences, learning with curiosity, and demonstrating Apple's inclusion and diversity values.