<strong>Summary<br><br></strong>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.<br><br>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.<br><br>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.<br><br><strong>Description<br><br></strong>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.<br><br>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.<br><br>Troubleshoot, diagnose, repair, and resolve service concerns for Apple hardware and software.<br><br>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.<br><br>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.<br><br>Use extensive knowledge of hardware and software components to identify where technical issues may originate from and educate others on the team.<br><br>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.<br><br>Energize, inform, and align team members about store performance goals, priorities, and communication.<br><br>Attend to time-sensitive team member feedback, questions, and concerns, and escalate issues to the Store Leadership team as appropriate.<br><br>Address operational needs of the store, such as opening and closing procedures, cash management, and overrides.<br><br>Perform other tasks as needed, including but not limited to supporting customer-facing activities on or off the sales floor.<br><br>Contribute to an inclusive environment by respecting each other’s differences and having the curiosity to learn.<br><br>Demonstrate Apple’s values of inclusion and diversity in daily activities.<br><br>This posting is for existing vacancies and future opportunities at Apple.<br><br>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.<br><br><strong>Minimum Qualifications<br><br></strong><ul><li>You should:</li><li>Be available to work a schedule based on business needs that may include nights, weekends, and public holidays in the retail store, and reliably attend work as scheduled, in line with local laws and subject to any approved accommodations.</li><li>Have experience in retail or sales, or related work experience.</li><li>Have the ability to visually inspect hardware and the fine motor skills to safely conduct repairs.</li><li>Have experience troubleshooting hardware and software issues in a customer service environment.</li><li>Have experience mentoring or leading others personally or professionally.</li><li>Be proficient in written and spoken English, except if your role is based in Quebec (sign language supported).</li><li>Be proficient in written and spoken French if your role is based in Quebec (sign language supported).<br><br></li></ul><strong>Preferred Qualifications<br><br></strong><ul><li>You can:</li><li>Demonstrate technical expertise in repairing Apple devices.</li><li>Motivate others to achieve performance goals by fostering open dialog, collaboration, and recognition.</li><li>Resolve conflict and settle differences in productive ways.</li><li>Work in a fast-paced environment, and make timely decisions using analytics, experience, and judgment.</li><li>Demonstrate excellent attention to detail and organization skills.</li><li>Work autonomously and be willing to take initiative without close supervision.</li><li>Allocate resources and adjust processes to provide an exceptional customer experience.</li><li>Drive results both individually and through enabling others by leading and collaborating.</li><li>Communicate effectively and tailor your communication style to different audiences.</li><li>Frequently handle, lift, and move merchandise safely.<br><br></li></ul><strong>Pay & Benefits<br><br></strong>At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $36.15 and $54.23/hr, and your base pay will depend on your skills, qualifications, experience, and location.<br><br>Apple employees also have the opportunity to become an Apple shareholder through participation in Apple Inc.’s discretionary employee stock programs. Employees are eligible for discretionary restricted stock unit award recommendations, and can purchase Apple Inc. stock at a discount if voluntarily participating in Apple Inc.’s Employee Stock Purchase Plan. Participation in Apple Inc.’s discretionary stock programs is governed by Apple Inc.’s stock plans and agreements and are not part of local employment contracts or compensation.<br><br>You’ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits.<br><br>Note: Apple benefit and compensation programs are subject to eligibility requirements and other terms of the applicable plan or program.<br><br>Apple is an equal opportunity employer that is committed to inclusion and diversity. Apple provides reasonable accommodations to applicants with disabilities. Apple is a drug-free workplace.<br><br>