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Senior Manager, CX Technical Operations
BrandBest Buy

The Senior Manager, Senior Manager, CX Technical Operations is part of the Enterprise Net Promoter System (NPS) team, reporting to the Director of NPS Research and Operations. The primary purpose of the NPS Operations team is to manage and maintain a robust voice of customer platform supporting all channels and numerous organizations, including Best Buy Canadas NPS program; this support includes the design, build and deployment of NPS surveys as well as collecting more than 6 million surveys per year while ensuring the highest degree of data integrity. The Operations team is also responsible for designing, building and maintaining numerous NPS reporting sites for all Best Buy employees to access as well as supporting the broader NPS team with data and reporting needs.

NPS data and insights are used extensively across nearly all business units within Best Buy. It is primarily used to garner customer experience insight, but it is also used as a compensation metric for field employees and executives as well as an annual performance metric used by many employees throughout the organization. NPS has become an increasingly critical KPI for Best Buy, which has amplified the demand for data integrity and program efficiency.

This position will be primarily responsible for leading the technical and operational aspects of the Enterprise NPS program. This includes responsibility for data integration, survey programming & maintenance, reporting site building & maintenance, data governance, responding to questions/requests from end-users, and vendor relationship management. These responsibilities will require the Senior Manager to utilize project management skills to ensure timely delivery of requests and to keep our survey vendors work prioritized. The Senior Manager will have four direct reports to assist with the responsibilities.

Key Responsibilities
Lead technical operations for NPS programs in US and Canada

  • Manage day-to-day operations of the NPS platform which generates more than 6 million surveys per year across all key channels for US and Canada (Stores, eCommerce, Services, ECC) as well as other parts of the business)

  • Responsible for overseeing all NPS survey programming, including complex scripting and coding (such as javascript, HTML, etc.)

  • Ensure ongoing survey invitation deployment, via Confirmit (survey tool) as well as in partnership with Marketing Technology Operations team; this also includes coordination with other teams to ensure timely receipt of survey invitation email files

  • Ensure error-free survey performance and uninterrupted data collection, within the realm of the teams control; respond quickly and appropriately to any survey or data collection outages

  • Lead all efforts to ensure the highest degree of data integrity, including data cleansing and fraud prevention

  • Understand and utilize complex programming techniques, such as scripting, to ensure the appropriate surveys are being deployed to the appropriate customers at the right time

  • Enable and support data integration efforts between survey platform and internal data warehouses as well other external vendor systems

Vendor and program management

  • Lead aspects of vendor relationship management, including but not limited to:

    • Lead and organize ongoing conference calls with vendor(s) to review task/project progress

    • Provide task/project prioritization to the vendor(s)

    • Track and manage consulting hours to be used for various projects, program management, etc

  • Responsible for annual contract process and updates to Sweepstakes (US only), including coordination between vendor and BBY legal team

  • Partner with other NPS team leads to align on program priorities and technical roadmap

  • Contribute to the overall efficiency and continued effectiveness of the program

NPS reporting support

  • Design, build and maintain web-based reporting for corporate and field employees, as well as some third party vendors

  • Oversee and ensure team members provide employees across the organization access to, and use of, NPS data; this includes maintaining login database, resetting passwords, etc.

  • Manage the creation of, maintenance of and access to reporting site tutorials and user guides

  • Responsible for the overall functionality of the customer callback process, including case management via reporting sties as well as weekly email-based reports that are sent to field leaders

  • Responsible for overall reporting platform performance

People management and leadership

  • Manage a team of 4 people providing regular performance check-ins and career development plans

  • Set expectations and hold them accountable

  • Focus on attracting and developing the right talent in partnership with HR

Basic:

  • Bachelor's degree or higher

  • 8 years of experience in marketing or operations

  • 3 years of people management experience

  • 3 years of project management experience

  • Experience creating, programming and maintaining surveys and reporting sites

  • Experience working with cross-functional teams

  • Ability to work with autonomy as well as collaboratively with team members

  • Experience working with vendor partners

  • Strong written and verbal communication skills with an ability to articulate highly complex, technical scenarios in easy-to-understand non-technical terms

  • Strong customer service orientation

  • Proven ability to coordinate multiple tasks simultaneously, meet deadlines and work productively and efficiently under pressure

  • Experience with survey programming tools and/or online reporting portals



Auto Req. ID464811BR
Job LevelManager with Direct Reports
Job CategoryMarketing
Employment CategoryFull Time
Location Number950290-105-Customer Satisfaction & Localization
Address7601 Penn Avenue South
CityRichfield
StateMN

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