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.

Compensation: Base pay is one part of our total compensation package and is determined within a range. The base pay range for this role is between $30.60 and $45.95/hr. Apple employees also have the opportunity to become an Apple shareholder through participation in Apple's discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple's Employee Stock Purchase Plan.

Benefits: 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.