Apple Introduces Major Retail Changes, Including New Pro-Level Positions and Credo

MacRumors

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Apple held all-hands meetings with retail employees this weekend to introduce major new changes, including new and renamed positions, a new credo, and new store layouts, according to multiple retail sources.


Apple is implementing three new retail positions in the United States and United Kingdom, and likely elsewhere, including two pro-level positions and an all-new Technical Expert position to complement the Genius Bar/Grove:

o Pro: A new sales position above Expert. These employees are considered the most knowledgable about Apple products and services.
o Creative Pro: A new learning position above Creative. These employees are considered the most knowledgable about Apple products and services.
o Technical Expert: An all-new customer support position in between Technical Specialist and Genius. These employees will be able to provide mobile repairs, a task previously limited to Geniuses, and troubleshooting for software and products like the Apple Watch and Apple TV. The position will help reduce Genius Bar/Grove and service wait times.
In addition to the new positions, Apple is renaming several of its current retail positions:

o Red Zone Specialist -> Specialist
o Family Room Specialist -> Technical Specialist
o Business Specialist -> Business Expert
o Back-of-House Specialist -> Operations Specialist
o Inventory Specialist -> Operations Pro

Meanwhile, the Back-of-House is now called Backstage, where the Inventory and Operations teams work, and the Red Zone, which encompasses the sales floor, is now called the Product Zone. Apple's existing retail locations will use the same tables from the old Red Zone for the new Product Zone.

Apple has also updated its credo, a motto that the company encourages its retail employees to follow. The new credo:
? Enriching lives.

We are here to enrich lives.
To help dreamers become doers,
to help passion expand human potential,
to do the best work of our lives.

AT OUR BEST

We give more than we take.
From the planet,
to the person beside us.
We become a place to belong
where everyone is welcome.
Everyone.

We draw strength from our differences.
From background and perspective
to collaboration and debate.
We are open.

We redefine expectations.
First for ourselves, then for the world.
Because we're a little crazy.
Because "good enough" isn't.
Because what we do says who we are.

We find courage.
To try and to fail,
to learn and to grow,
to figure out what's next,
to imagine the unimaginable,
to do it all over again tomorrow.

AT OUR CORE

We believe our soul is our people.
People who recognize themselves
in each other.
People who shine a spotlight
only to stand outside it.
People who work to leave this world better than they found it.
People who live to enrich lives.
Last, Apple said it now has over 30 retail locations based on its new design language, including the flagship Apple Union Square. The new layout includes a combination of The Avenue, Genius Grove, The Forum, The Plaza, and The Boardroom. Apple is renovating dozens of locations with the next-generation design, and all new locations since mid 2015 have been based on the new design language.

Juli Clover contributed to this report.

Article Link: Apple Introduces Major Retail Changes, Including New Pro-Level Positions and Credo
 

smacrumon

macrumors 68030
Jan 15, 2016
2,693
3,934
"
Technical Expert: An all-new customer support position in between Technical Specialist and Genius. These employees will be able to provide mobile repairs, previously limited to Geniuses, and troubleshooting for software and products like the Apple Watch and Apple TV.

"
Does this mean mobile repairs will be done by staff on lower pay rates under the role titled Technical Experts? Pay rates please!! Penny pinching on staff wages, Apple?

I expect this of the rubbish
companies out there, but Apple? Is it true, is Apple really a rubbish employer?
Send in the lawyers to challenge this kind of unfair change to working arrangements and test it in the courts.

Then add in the whole lame chants thing... employees are taught to really hate themselves at work. Unionize, people.

Yep, I thought it wasn't, but simplicity is dead at Apple.
 
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fotografom

macrumors newbie
Mar 9, 2015
3
17
As a former apple employee this is just stupid.

They already make their employees jump through hoops to get promoted and now they added another one to get to Genius. WOW. Getting cheap on us huh? Genius' are already underpaid and leave on the regular for IT jobs but now who even wants to work for you knowing that is how you treat your employees?
 

cincinnatils1

macrumors newbie
Jan 5, 2016
3
22
Wow, everyone is a "specialist," a "pro," or an "expert!"

I would think it'd be more empowering to work with fewer job titles, rather than more. For instance: Customer Service - Sales; Customer Service - Genius; Customer Service - Operations. That should cover everyone. All these job position divisions just make it all the more likely that it's someone else's job to do what should be done at the moment.

"Oh, wait, I'm not the Expert Pro-Specialist that is supposed to help you. But let me go find the person with the correct job title and see how long the wait will be for you to speak with that person."

I think it just doesn't make for an inclusive environment of teamwork.
 

CFreymarc

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Sep 4, 2009
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Technical Expert: An all-new customer support position in between Technical Specialist and Genius. These employees will be able to provide mobile repairs, previously limited to Geniuses, and troubleshooting for software and products like the Apple Watch and Apple TV.

Pay rates please!!

Does this mean mobile repairs will be done by staff on lower pay rates under the role titled Technical Experts?


Penny pinching on staff wages, Apple?
Was just thinking this myself. Reorganizing titles and positions is an old upper management trick to keep staff from leaving or moving into a higher position. Suddenly your experience is no longer valid, you need to learn something else and your pay rate stays the same.
 

chriscrowlee

macrumors 65816
Aug 10, 2015
1,304
1,396
San Diego, CA
Just makes me cringe reading this. Reminds me of the BS titles and gimmicky chants Best Buy used to make us all do when I worked a high school job there. LOL. Employees just roll their eyes at this stuff.

As far as "Backstage" and other silly names for parts of the store, it just smells like moldy cheese... like Apple is trying to reinvent the wheel, at least from a customer outside-in view. It looks stupid and makes it feel like Apple is belittling me as a customer.

The problem as I see it as a long time customer, is that the method of hiring has changed so much since the "old days" ... used to be when you walked into an Apple Store, you were greeted by people passionate about the product. I know a lot about the technical side of Apple products, and loved that someone working in a retail store was at the same level and could talk the talk. It seems like their pay back then got that sort of employee, but it seems like pay hasn't changed, so now for the same pay 15 years later they get basic retail employees.

Now it seems when you go in, the employees working are just regular retail drones, many of which don't have or want an iPhone, and don't have or want a Mac, they just need a job while in school, or a job to make some summer money. The hiring has shifted, maybe a result of such low unemployment, not sure. Yeah some of the old days guys are there, but not many.

It's just really sad to see where Apple Retail was and where it is today. It's not the experience Steve wanted when he launched the store. I understand times change, and retail does as well, but it feels like with Angela in charge things have gone from great, to status quo retail, to now just weird and unproductive.

Hopefully things get better, because I'm not sure how many more product launches I can sit through where I go in and am told to get the product they have sitting in their back room I have to go online and order it then come back.