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Best Buy Home Services Experience Manager - (MA, VT, NH & ME) in Framingham, Massachusetts

817127BR

Job Title:

Home Services Experience Manager - (MA, VT, NH & ME)

Job Category:

Services/Installation/Repair

Store Number or Department:

Best Buy Market 5 Offices

Job Description:

Home Services Experience Manager

The Home Services Experience Manager will be directly responsible for leading and managing the pooled labor employees within Geek Squad in Home Services. The Home Services Experience Manager will also be the leader on duty and will need to make decisions and provide guidance, coaching, training, and act as an advocate for Geek Squad Agents.

You will play a vital role in ensuring the highest quality client experience by technically trained Agents, driving operational efficiency, and growing the business in an effort to support converging technologies.

Key Responsibilities

  • Create consistency in service fulfillment execution – ultimately protect and grow the brand.

  • Work with District and Market Leadership in controlling costs and delivering productivity goals by monitoring and analyzing business trends/results on a daily, weekly and monthly basis.

  • Develop action plans to overcome performance gaps

  • Teach and coach district and store personnel on effective sales-fulfillment practices.

  • Participates in ride-alongs to confirm standard operating procedures (SOP) are followed. Ensures operational effectiveness to positively impact client loyalty and grow the business.

  • Managing the complexities of a highly mobile workforce (including in home services, scheduling, client satisfaction, productivity) while teaching, coaching, and enforcing store and on-site SOP

  • Manage escalations and communicates with store management, dispatch, district partners and corporate on customer issues.

  • Control costs and delivering productivity goals by monitoring and analyzing business trends and results

  • Evaluate and develop employee business performance through coaching, training, career counseling, goals

Basic Qualifications:

  • High School Diploma or equivalent

  • 2 years of leadership experience or developmental coaching experience (inclusive of supervision of direct/indirect reports, training, business outcomes, or non-professional leadership roles)

  • At least 21 years of age

  • Have a valid and current driver's license

  • A clear driving record (no convictions in the last 3 years of: DUI, leaving the scene of an accident, and no more than 2 moving violations or accidents)

Preferred Qualifications:

  • Associate degree or above in Business, Management or related field

  • 1 year of Consumer electronics repair or installation experience

  • Experience leading or supervising a remote / mobile workforce

Req #:

817127BR

Address Line 1:

1 Worcester Road

City:

Framingham

State:

MA

Zip:

01701

Job Level:

Manager with Direct Reports

Employment Category:

Full Time

Brand:

Geek Squad

About Us:

About Geek Squad

It all began with a few oddly dressed heroes fixing computers. Today, we’re an army of Agents more than 18,000 strong, on a singular mission to rid the world of rogue technology. We’re still oddly dressed, but we’re now oddly dressed and saving the day across the globe. If you’re techno-exceptional, good with people and great at having fun while doing top-quality work, we invite you to join our illustrious ranks.

Best Buy Company and its Family of Brands

Best Buy is the world’s largest multi-channel consumer electronics retailer with stores in the United States, Canada, and Mexico. We are the 11th largest online retailer in the U.S. and Canada, we have the number one customer loyalty program of its kind and more than 1.6 billion visitors to our websites and stores each year. Our more than 165,000 employees are committed to helping deliver the technology solutions that provide value, enabling access to people, knowledge, ideas and fun – whether online, via mobile device or in our stores.

Additional Job Information:

Join our team!

While you're busy delivering on our belief of making technology work for our customers, we're working to ensure you are rewarded for your passion, energy and commitment. Our pay for performance philosophy rewards results and offers you opportunities to grow in your career and increase your earning potential.

Ready? Let's do this!

If you are ready to make a difference in the lives of our customers and employees, click on the apply button below. The application will take about 15 minutes to complete and if you meet the requirements, you can expect to hear from us within 24-72 hours.

Not ready to apply? Connect with us on LinkedIn (https://www.linkedin.com/start/join?session_redirect=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2127&source=bf&trk=login_reg_redirect) , Facebook (https://www.facebook.com/bestbuy/) , or Twitter (https://twitter.com/bestbuy_careers) .

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