Senior Manager, Services Offerings Experience

Best Buy • Richfield, MN

3d • Hybrid

About The Position

The Senior Manager, Services Offerings Experience defines, shapes and advances customer-back improvements to Best Buy’s service experiences and orchestrates the cross-functional work needed to deliver them. The role integrates 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.

The position partners with teams across Services, Customer Insights, Analytics, Category, Fulfillment, Sales Operations, Marketing, Digital, Technology and Finance to frame opportunities, shape solutions, lead coordinated improvements and measure customer and business outcomes. It is hybrid: the employee works on site Monday through Thursday at Best Buy’s corporate office in Richfield, Minnesota, and may work virtually from home or another non-Best Buy location on Friday. Further details are provided during the hiring process.

Requirements

• 7+ years of experience in customer experience, service design, program/project leadership, research, retail operations, strategy or a related field.
• 3+ years of leadership experience leading teams, enterprise initiatives or cross-functional workstreams.
• 2+ years conducting or integrating customer research, competitive insights, journey mapping, operational data and performance analytics.
• 2+ years translating evidence into opportunity definitions, experience requirements, roadmaps or executive recommendations.
• 2+ years leading complex cross-functional programs with 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 moments that matter.
• 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 that advance 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; 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 development of 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 based on eligibility and applicable circumstances.
• Intermittent or reduced-schedule leave for certain medical or family care leaves.
• Paid time off (vacation or PTO), based on work location, employment status, salary or hourly status, and years of continued or bridged service.
• Certain roles may be eligible for incentive pay tied to performance and financial and strategic results.

What This Job Offers

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