Home Services Experience Manager - MA VT NH amp ME

Profile

Geek Squad

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

Company info

Best Buy
Website : http://www.bestbuy.com