Senior Manager, Services Offerings Experience

Best Buy; Minnesota; Hybrid; USD 140,000 - 190,000; Full time

Benefits offered by this job

Competitive pay

Employee discount

Retirement resources

Well-being support

Job summary

Best Buy is seeking a Sr. Manager, Services Offerings Experience to define and advance customer-focused service improvements across installation, support, repair and ongoing care.

You will integrate customer research, journey data and performance metrics to identify opportunities and shape solutions that drive meaningful outcomes. You will work hybrid from the Richfield, MN office (Mon-Thu on site) with optional Friday remote work, collaborating across Services, Insights, Analytics, Finance and

Qualifications

• 7+ years in customer experience, service design, program/project leadership, research, retail ops, strategy or related field
• 3+ years leading teams 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 dependencies, milestones, risks and decision-makers
• Proven ability to lead through ambiguity and influence stakeholders in a matrixed environment

Responsibilities

• Own the services experience learning agenda across priority customer technology journeys.
• Lead end-to-end customer and operational journey analysis to identify friction points and moments that matter.
• Synthesize qualitative and quantitative evidence into opportunity statements, experience requirements and priorities.
• Facilitate cross-functional prioritization by linking customer impact, strategic relevance and value.
• Shape and lead workstreams from opportunity definition through solution testing and implementation.
• Define experience measures and learning plans with Analytics and Customer Insights.
• Identify execution barriers and elevate decisions to senior leaders.
• Partner with business leaders to determine the path for prioritized opportunities.

Skills

Leadership

Program leadership

Research

Journey mapping

Analytics

Cross-functional work

Job description

As the Sr. Manager, Services Offerings Experience, you will define, shape and advance customer-back improvements to Best Buy’s service experiences and orchestrate the cross-functional work required 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 across Services, Customer Insights, Analytics, Category, Fulfillment, Sales Operations, Marketing, Digital, Technology and Finance to frame opportunities, shape potential solutions, lead coordinated improvement efforts and measure whether implemented changes deliver the intended customer and business outcomes.

This role is hybrid, which means you will be required to work on site Monday through Thursday at the Best Buy corporate office in Richfield, Minnesota. You can work virtually from home or another non‑Best Buy location on Friday. The recruiter or hiring manager will provide more details during the hiring process.

What You’ll Do

• 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 clear 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 managing key milestones, dependencies, risks and decision forums.
• Define experience measures and learning plans with Analytics and Customer Insights, establishing baselines and monitoring whether implemented solutions improve outcomes.
• Identify execution barriers, unresolved ownership and cross-functional tradeoffs; elevate clear 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.

Basic qualifications

• 7+ years 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.

Preferred qualifications

• 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.

What’s in it for you

We’re committed to helping our people thrive at work and at home. Best Buy offers a range of benefits to support your overall well-being and provide support as you need it, especially at key moments in your life.

Our Benefits Include

• Competitive pay
• Great employee discount
• Financial savings and retirement resources
• Support for your physical and mental well-being

Best Buy provides different types of leaves of absence (LOA) and potential pay sources to employees based on eligibility. The length of your LOA depends on your situation, where you live, your full-time or part-time employment status, and federal and state regulations. Intermittent or reduced-schedule leave is also available for certain medical or family care leaves. Paid time off (vacation or PTO) is offered to full-time and part-time employees based on work location, employment status, salary or hourly status (exempt/non-exempt), and years of continued or bridged service.

Certain roles, where market norms demand it, are eligible for various forms of incentive pay to drive performance and offer recognition for achieving financial and strategic results. For more information about our incentive pay plans, including eligibility, please refer to our Incentive Programs Summary.

For more information about benefits, LOA and paid time off, please refer to our Benefits Guide.

About Us

As part of the Best Buy team, you’ll help us fulfill our purpose to enrich lives through technology. We bring that to life every day by humanizing and personalizing tech solutions for every stage of life — in our stores, online and in customers’ homes.

Our culture is built on deeply supporting and valuing our amazing employees who make it all possible. We’re committed to being a great place to work, where you can unlock unique career possibilities. Above all, we aim to provide a place where you can bring your full, authentic self to work now and into the future. Tomorrow works here.

Best Buy is an equal opportunity employer.

Application deadline:

Minimum of 5 days from the posting date. You can find that date above the job title at the top of the pagez