US-Lead Genius

Apple•Seattle, WA

17h

About The Position

Apple Retail brings together Apple expertise to help people do what they love and deliver an only-at-Apple experience. Apple emphasizes inclusion as a shared responsibility and works to foster a culture where everyone belongs and can do their best work. As a Lead, you take a whole-store perspective and support the Store Leadership team. You facilitate meaningful experiences for customers and team members, help teams do their best work, and contribute to operational excellence by ensuring team members have the support, tools, and resources they need. As a Lead Genius, you help the Genius Bar team provide exceptional, human-centered customer experiences, same-day assistance, and timely repairs. You support day-to-day leadership responsibilities and drive operational readiness and sustainability of the Genius Bar and Repair Room. You model sound decision-making and help teams achieve store goals. The role requires extensive, current knowledge of Apple products, services, and Genius Bar repair processes and procedures.

Requirements

Be available to work a schedule based on business needs that may include nights, weekends, and public holidays, and reliably attend work as scheduled, in line with local laws and approved accommodations.
Have experience in retail or sales, or related work experience.
Possess the visual inspection and fine motor skills needed to safely perform hardware repairs.
Have experience troubleshooting hardware and software issues in a customer service environment.
Have experience mentoring or leading others personally or professionally.
Demonstrate technical expertise in repairing Apple devices.
Motivate others to achieve performance goals through open dialogue, collaboration, and recognition.
Resolve conflict and settle differences productively.
Work in a fast-paced environment and make timely decisions using analytics, experience, and judgment.
Demonstrate strong attention to detail and organizational skills.
Work autonomously and take initiative without close supervision.
Allocate resources and adjust processes to provide an exceptional customer experience.
Drive results individually and by enabling others through leadership and collaboration.
Communicate effectively and tailor communication to different audiences.
Frequently handle, lift, and move merchandise safely.

Responsibilities

Support customers with Apple product or software concerns in a timely manner by listening empathetically, explaining technical issues clearly, setting expectations, and providing updates throughout the interaction.
Troubleshoot, diagnose, repair, and resolve service concerns involving Apple hardware and software.
Understand customer needs, identify ownership opportunities, recommend products and services, and educate customers about relevant purchasing options.
Work with Genius Bar team members to identify recurring repair problems and service concerns, and coordinate with the area manager to provide feedback to Apple.
Use extensive knowledge of hardware and software components to identify possible sources of technical issues and educate team members.
Partner with leadership to develop Genius Bar strategies and improve repair processes and customer experience, including coordinating and delivering team training, providing feedback, and mentoring.
Inform, energize, and align team members around store performance goals, priorities, and communications.
Respond to time-sensitive team member feedback, questions, and concerns, escalating issues to Store Leadership as appropriate.
Address store operational needs, including opening and closing procedures, cash management, and overrides.
Perform other tasks as needed, including supporting customer-facing activities on or off the sales floor.
Contribute to an inclusive environment by respecting differences and remaining curious about others.
Demonstrate Apple's inclusion and diversity values in daily activities.