Senior Manager, Services Offerings Experience

Best Buy • Richfield, MN

1d • $93,200 - $166,550 • Hybrid

About The Position

As the Senior Manager, Services Offerings Experience, you will define and advance customer-centered improvements to Best Buy’s service experiences and coordinate the cross-functional work needed to deliver them. You will integrate customer research, journey evidence, performance data, competitive signals and operational feedback to identify and prioritize opportunities across installation, support, repair, break/fix and ongoing care. You will partner with teams across Services, Customer Insights, Analytics, Category, Fulfillment, Sales Operations, Marketing, Digital, Technology and Finance to frame opportunities, shape solutions, lead improvement efforts and measure customer and business outcomes.

This is a hybrid role based at Best Buy’s corporate office in Richfield, Minnesota. The role requires working on site Monday through Thursday, with the option to work virtually from home or another non-Best Buy location on Friday. The recruiter or hiring manager will provide further details during the hiring process.

Requirements

• At least 7 years of experience in customer experience, service design, program/project leadership, research, retail operations, strategy or a related field.
• At least 3 years of leadership experience leading teams, enterprise initiatives or cross-functional workstreams.
• At least 2 years conducting or integrating customer research, competitive insights, journey mapping, operational data and performance analytics.
• At least 2 years translating evidence into opportunity definitions, experience requirements, roadmaps or executive recommendations.
• At least 2 years leading complex cross-functional programs involving multiple dependencies, milestones, risks and decision makers.
• Proven ability to lead through ambiguity and influence stakeholders in a matrixed environment.

Nice To Haves

• Understanding of human-centered design, service blueprinting, journey management and root-cause analysis.
• Experience partnering with research, analytics, operations, technology, digital, marketing and Finance teams.
• Experience in retail, consumer services, technology services, subscriptions or omnichannel environments.

Responsibilities

• Own the services experience learning agenda across priority customer technology journeys, integrating customer, competitive, operational and performance research.
• Lead end-to-end customer and operational journey analysis to identify friction points, unmet needs, root causes and important moments.
• Synthesize qualitative and quantitative evidence into opportunity statements, experience requirements and recommended priorities.
• Facilitate cross-functional prioritization by connecting customer impact, strategic relevance, operational complexity, dependencies and expected customer and business value.
• Shape and lead workstreams advancing prioritized experience improvements from opportunity definition through solution development, testing, implementation and optimization; manage milestones, dependencies, risks and decision forums.
• Define experience measures and learning plans with Analytics and Customer Insights, establish baselines and monitor whether implemented solutions improve outcomes.
• Identify execution barriers, unresolved ownership and cross-functional tradeoffs, and elevate decisions and recommendations to senior leaders.
• Partner with business leaders to determine the appropriate path for prioritized opportunities, including experience improvements, offer enhancements, experimentation or new service solutions.

Benefits

• Competitive pay
• Great employee discount
• Financial savings and retirement resources
• Support for physical and mental well-being
• Leaves of absence and potential pay sources, subject to eligibility
• Paid time off for full-time and part-time employees, subject to eligibility and other conditions
• Some roles may be eligible for incentive pay

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed