Job Details

Genius Bar Support Insights Program Manager

Austin, Texas, United States

Corporate Functions

Summary

Posted: Apr 28, 2025

Role Number: 200601443

Imagine what you could do here! The people here at Apple don’t just create products — they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work.

We’re a diverse collective of thinkers and doers, continuously reimagining our products and practices to help people do what they love in new ways. That innovation is inspired by a shared commitment to great work — and to each other. Because learning from the people here means we’re learning from the best. Retail Operations creates the tools and programs that empower our teams to provide, a one of a kind, only at Apple experience. We do this by obsessing over the employee and customer experience, and driving a global strategy that sets the bar.

Do you have strong program management skills, a deep understanding of operations, and a track record of providing high level support to internal and external customers? Get ready to join a committed team that works diligently to elevate retail store experiences for our teams, our customers, and Apple! We are seeking a Retail Support Insights Program Manager to drive flawless execution of programs and service strategies that support the Genius Bar.

Description

The Retail Support Insights Program Manager is responsible for working collaboratively and directly with Apple Retail stores to drive execution of service strategies, limit operational expense, and increase service revenue within a dedicated group of stores. This includes:

• Proactively partnering with stores and internal teams to create targeted strategies to minimize operational expense and enhance service revenue

• Inspiring and empowering leaders and team members in our stores to do their best work,

• Tracking performance over time, and sharing results and feedback to leadership and other partners.

• Key cross-functional partners will include: Global Retail Support teams, Store Operations Field Leaders, Market Directors, AppleCare Finance, Retail Finance, Retail Engagement & Marketing and more.

Minimum Qualifications

• 4+ years of customer support experience and 2+ years retail or technical team leadership experience

• Proven track record analyzing complex datasets and insights turning numbers into narratives that drive action

• An expert-level understanding of Retail and AppleCare support strategies and operations

• Position requires up to 30% travel

Preferred Qualifications

• Expert user of Mac OS X, iOS, watchOS, tvOS, and Apple hardware

• Proficient in Excel, Numbers, Pages and Keynote applications

• Excellent verbal and written communication skills

• Proven track record of providing a high level of support to internal and external customers

• Ability to juggle competing priorities and shift focus to support changing needs of the business

• Ability to build strong working relationships with various teams across Apple, including at senior leadership level

• Demonstrates Apple’s values of inclusion and diversity in daily activities

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.Learn more about your EEO rights as an applicant (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) .

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.Learn more about your EEO rights as an applicant (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) .

Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation.

Apple participates in the E-Verify program in certain locations as required by law.Learn more about the E-Verify program (https://www.apple.com/jobs/pdf/EverifyPosterEnglish.pdf) .

Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Reasonable Accommodation and Drug Free Workplace policy Learn more .

Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more .

Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. If you’re applying for a position in San Francisco, review the San Francisco Fair Chance Ordinance guidelines applicable in your area.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.