CA-Lead Genius

Apple

7d • Onsite

About The Position

Apple Retail is where the best of Apple comes together. We bring our expertise to help people do what they love, delivering an only-at-Apple experience. At Apple, we believe inclusion is a shared responsibility and we work together to foster a culture where everyone belongs and is inspired to do their best work. As a Lead, you embody a whole-store mindset and are integral to supporting the Store Leadership team. You play a critical role in facilitating meaningful experiences for both customers and team members, and inform and energize our teams to do their best work and contribute to operational excellence. You actively connect with team members, making sure everyone is equipped with the support, tools, and resources they need to deliver exceptional customer interactions. As a Lead Genius, you help our team deliver exceptional customer experiences by supporting a culture of human connection at the Genius Bar while delivering same-day help and timely repairs for customers. You assist the leadership team with day-to-day responsibilities and you drive operational readiness and sustainability of the Genius Bar and Repair Room. You’re a role model for making quality decisions and helping teams achieve store goals and objectives. Have extensive knowledge and stay up to date on all Apple products, services, and Genius Bar repair processes and procedures to support an efficient repair process. Support customers having Apple product or software concerns in a timely manner, seeking to understand the issue with empathy, explaining technical issues clearly, setting expectations, and keeping customers updated throughout the interaction. Troubleshoot, diagnose, repair, and resolve service concerns for Apple hardware and software. Provide excellent service to Apple customers by seeking to understand their needs, identifying ownership opportunities, presenting product and service recommendations, and educating customers on relevant ways to buy. Work with Genius Bar team members to identify recurring repair problems and other service concerns, and align with the area manager to make sure that feedback is provided to Apple. Use extensive knowledge of hardware and software components to identify where technical issues may originate from and educate others on the team. Partner with leadership to develop strategies for the Genius Bar team, improving repair processes and the overall customer experience by: identifying, coordinating, and delivering Genius Bar team training, delivering feedback, and providing mentorship. Energize, inform, and align team members about store performance goals, priorities, and communication. Attend to time-sensitive team member feedback, questions, and concerns, and escalate issues to the Store Leadership team as appropriate. Address operational needs of the store, such as opening and closing procedures, cash management, and overrides. Perform other tasks as needed, including but not limited to supporting customer-facing activities on or off the sales floor. Contribute to an inclusive environment by respecting each other’s differences and having the curiosity to learn. Demonstrate Apple’s values of inclusion and diversity in daily activities. This posting is for existing vacancies and future opportunities at Apple. For postings in Ontario, qualified candidates can expect a hiring rate up to the midpoint of the pay range. On an exceptional basis, candidates with significant experience and skills for the role may be paid up to the range maximum. Nous vous invitons à : Être disponible en fonction des besoins d’affaires. Votre horaire de travail peut inclure les soirs, les fins de semaine et les jours fériés, et vous devez le respecter, conformément aux lois locales et sous réserve de toute mesure d’accommodement approuvée. Avoir de l’expérience professionnelle dans le domaine du commerce de détail ou de la vente, ou dans un domaine connexe. Avoir la capacité d’inspecter visuellement des appareils ainsi que la motricité fine nécessaire pour effectuer des réparations en toute sécurité. Posséder de l’expérience en résolution de problèmes matériels et logiciels en contexte de service à la clientèle. Avoir de l’expérience de mentorat ou de direction sur le plan personnel ou professionnel. Maîtriser l’anglais à l’oral et à l’écrit (ou en langue des signes), sauf s’il s’agit d’un poste au Québec. Maîtriser le français à l’oral et à l’écrit (ou en langue des signes) s’il s’agit d’un poste au Québec. Vous pouvez : Posséder un savoir-faire technique en matière de réparation des appareils Apple. Miser sur le dialogue, la collaboration et la reconnaissance pour motiver les autres à atteindre des objectifs de rendement. Résoudre les conflits et les différends de manière productive. Travailler à une cadence élevée et prendre des décisions rapidement, en mettant à profit votre sens de l’analyse, votre expérience et votre jugement. Faire preuve d’une grande minutie et d’un sens aigu de l’organisation. Travailler de façon autonome et être capable d’agir en l’absence de supervision étroite. Prévoir les ressources et ajuster les processus dans le but de fournir une expérience clientèle exceptionnelle. Produire des résultats individuellement et collectivement, grâce à votre leadership et à votre esprit d’équipe. Communiquer efficacement et adapter votre style de communication à différents publics. Manipuler, soulever et déplacer fréquemment des marchandises en respectant les règles de sécurité.

Requirements

• Professional experience in retail or sales, or a related field.
• Ability to visually inspect devices and possess fine motor skills for safe repairs.
• Experience in troubleshooting hardware and software issues in a customer service context.
• Experience in mentoring or leading others, personally or professionally.
• Proficiency in spoken and written English (or sign language), unless the position is in Quebec.
• Proficiency in spoken and written French (or sign language) if the position is in Quebec.

Nice To Haves

• Technical expertise in repairing Apple devices.
• Ability to motivate others through dialogue, collaboration, and recognition to achieve performance goals.
• Ability to resolve conflicts and disputes productively.
• Ability to work at a high pace and make quick decisions, utilizing analytical skills, experience, and judgment.
• High attention to detail and strong organizational skills.
• Ability to work independently and act without close supervision.
• Ability to anticipate resources and adjust processes to provide an exceptional customer experience.
• Ability to produce results individually and collectively through leadership and teamwork.
• Ability to communicate effectively and adapt communication style to different audiences.
• Ability to handle, lift, and move merchandise frequently while adhering to safety regulations.

Responsibilities

• Facilitate meaningful experiences for both customers and team members.
• Inform and energize teams to do their best work and contribute to operational excellence.
• Actively connect with team members, ensuring they have the support, tools, and resources needed for exceptional customer interactions.
• Support a culture of human connection at the Genius Bar, delivering same-day help and timely repairs.
• Assist the leadership team with day-to-day responsibilities.
• Drive operational readiness and sustainability of the Genius Bar and Repair Room.
• Make quality decisions and help teams achieve store goals and objectives.
• Stay up-to-date on all Apple products, services, and Genius Bar repair processes and procedures.
• Support customers with Apple product or software concerns, understanding issues with empathy, explaining technical issues clearly, setting expectations, and providing updates.
• Troubleshoot, diagnose, repair, and resolve service concerns for Apple hardware and software.
• Provide excellent service by understanding customer needs, identifying ownership opportunities, presenting product and service recommendations, and educating customers.
• Work with Genius Bar team members to identify recurring repair problems and service concerns, and provide feedback to Apple.
• Use knowledge of hardware and software components to identify technical issue origins and educate the team.
• Partner with leadership to develop strategies for the Genius Bar team, improving repair processes and customer experience through training, feedback, and mentorship.
• Energize, inform, and align team members about store performance goals, priorities, and communication.
• Address time-sensitive team member feedback, questions, and concerns, escalating issues to Store Leadership as appropriate.
• Address operational needs of the store, including opening/closing procedures, cash management, and overrides.
• Perform other tasks as needed, including supporting customer-facing activities.
• Contribute to an inclusive environment by respecting differences and demonstrating curiosity.
• Demonstrate Apple’s values of inclusion and diversity in daily activities.

Benefits

• Hiring rate up to the midpoint of the pay range (for Ontario postings).
• Potential to be paid up to the range maximum for candidates with significant experience and skills (for Ontario postings).
• Availability based on business needs.
• Work schedule may include evenings, weekends, and holidays, and must be adhered to, in accordance with local laws and subject to any approved accommodation measures.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed