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US-Lead Genius

Apple· Apple Retail
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CrossgatesAlbany, NY$29.97/hr - $45.05/hrfull-timePosted 4d ago

About the role

Lead Genius in Apple Retail responsible for supporting the Store Leadership team, energizing and aligning the Genius Bar and Repair Room operations, and delivering same-day help and timely repairs while fostering a culture of human connection and inclusive service.

Responsibilities

  • 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.

Qualifications

  • 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.
  • Have experience in retail or sales, or related work experience.
  • Possess the visual inspection and fine motor skills 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.

Skills

Required:Technical repair expertise on Apple devicesCustomer service and empathyTeam leadership/mentoringCommunication

Benefits

  • Comprehensive medical and dental coverage
  • retirement benefits
  • a range of discounted products and free services
  • reimbursement for certain educational expenses — including tuition
  • potential discretionary bonuses or commission payments
  • relocation assistance
  • Apple shareholder through discretionary employee stock programs
  • Employee Stock Purchase Plan
Last updated Oct 23, 2026. Interested? Apply on the company site.

About Apple

Discover the innovative world of Apple and shop everything iPhone, iPad, Apple Watch, Mac, and Apple TV, plus explore accessories, entertainment, and expert device support.

Discover the innovative world of Apple and shop everything iPhone, iPad, Apple Watch, Mac, and Apple TV, plus explore accessories, entertainment, and expert device support.

AirPods Max 2Apple ArcadeApple CardApple Fitness+Apple MusicApple TVApple TV+Apple Watch Series 11
Company profileWebsite

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