Senior Manager, Services Offerings Innovation

Best Buy • Richfield, MN

3d • Hybrid

About The Position

The Senior Manager, Services Offerings Innovation defines, shapes and advances customer-back service solutions that help customers get the most from technology across their personal journeys. The role translates customer needs and prioritized opportunities into differentiated service offers, redesigned experiences, partnerships and business models, progressing work from concept through business-case development, prototype, pilot and scale recommendation.

The position partners with teams across Services, Category, Fulfillment, Sales Operations, Marketing, Digital, Analytics, Technology and Finance to develop, test and scale offerings that drive customer value, loyalty and profitable growth. It is hybrid: on site Monday through Thursday at Best Buy’s corporate office in Richfield, Minnesota, with virtual work from home or another non-Best Buy location on Friday. The recruiter or hiring manager will provide further details during the hiring process.

Requirements

• 7+ years of experience in services strategy, product or offer management, business development, innovation, customer experience, retail operations or a related field.
• 3+ years of leadership experience leading teams, enterprise initiatives or cross-functional workstreams.
• 2+ years developing, testing or optimizing customer-facing offerings, business models, partnerships or omnichannel experiences.
• 2+ years using customer insights, analytics, operational inputs and financial data to shape concepts and investment recommendations.
• Experience building business cases, offer roadmaps, pilots, test plans or commercialization recommendations.
• Proven ability to lead through ambiguity and influence stakeholders in a matrixed environment.

Nice To Haves

• Experience with human-centered design, lean experimentation, product discovery or test-and-learn practices.
• Experience partnering with Finance, operations, technology, analytics, marketing and go-to-market teams.
• Understanding of commercialization, portfolio management and lifecycle decision making.
• Experience in retail, consumer services, technology services, subscriptions or omnichannel environments.

Responsibilities

• Own and maintain the services offer innovation pipeline and offer-development roadmap across priority customer technology journeys.
• Translate customer needs, market signals, portfolio performance and operational capabilities into differentiated offer concepts, partnerships and business-model opportunities.
• Frame value propositions, target customers, experience principles, operating assumptions and commercial hypotheses for new or enhanced offers.
• Lead business-case development with Finance and business teams, connecting customer value, strategic fit, operational feasibility, risks and financial outcomes.
• Partner on pilot design and test-and-learn plans, including hypotheses, success measures, decision thresholds, learning agendas and iteration paths.
• Lead cross-functional offer incubation and validation from concept through pilot readiness, resolving tradeoffs and surfacing clear decisions for senior leaders.
• Evaluate customer, operational and financial evidence and recommend whether to stop, refine, retest, scale or commercialize an offer.
• Partner with go-to-market and implementation teams to define launch intent, experience requirements, measurement plans and conditions for a successful transition.
• Translate complex customer, operational and financial inputs into clear investment recommendations, roadmaps and executive decision materials.

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 and applicable circumstances
• Intermittent or reduced-schedule leave for certain medical or family care leaves
• Paid time off (vacation or PTO), subject to eligibility and applicable terms
• Incentive pay for certain eligible roles

What This Job Offers

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