This role is hybrid, which means you will work some days on site at a Best Buy location and some days virtually from home or other non-Best Buy location. The specific work arrangements vary by role and team. The recruiter or hiring manager will provide more details during the hiring process.
As we continue to grow, enterprise support teams at Best Buy are key to transforming the way our field and corporate partners work, both now and in the future through the evolution of process and technology.
The
Associate Manager, Business Technology Operations will be responsible for driving business outcomes for the systems they support within the Omnichannel. The Associate Manager will be responsible for proactively mitigating and driving resolution of system issues in a timely manner. This role will also partner cross functionally to help improve business operations by providing Subject Matter Expertise (SME) by answering questions that may arise on a day-to-day basis. The Business Technology Operations Associate Manager will be responsible for communicating any issues/needs across all cross functional partners and leaders for alignment. This person will serve as business systems steward and administrator for system configurations. In addition, this role will work closely with Digital Technology Support and Product Owners to ensure that our SLA and SLE commitments to the business teams are defined and met.
Key responsibilities:
Understands the capability and manages system maintenance on business configurable job on multiple systems.
Provides business guidance on resolution of critical system issues, system enhancements, and defect resolution specific to service systems. (IE: requires availability on nights and weekends)
Utilizes strong project management skills to organize cross functional teams to drive issue resolution as quickly as possible. Owns ensuring that action job are complete and tracks to the progress of the resolution.
Provides technical guidance and communicates with individual team members and business teams to explain technical information (sometimes complex), provide subject matter expertise, and options and/or recommendations.
Provides direction and influence on the team while motivating them to succeed. Creates an environment of growth, development, and learning. Takes ownership of performance management while providing development opportunities for the team and recognizes contributions and inspires continuous improvement.
Basic Qualifications:
2+ years of customer service experience
1+ years of Leadership (direct or indirect)
Experience working on a cross-functional Project Team (leading meetings, creating project documents)
Experience writing customer facing communication
Ability to prioritize business needs and articulate to Digital Partners
Experience writing and validating policies and procedural communication
Ability to create and use analytics to determine customer needs
Preferred Qualifications:
5 years of Retail or other industry technical operations experience
Bachelor's or advanced degree in IT, Computer Science, Engineering, Business or related field, or equivalent experience
Proven Technical problem solving