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Senior Analyst Services
BrandBest Buy

Role Summary:
The Secret Weapon Lead is responsible for supervising and providing direction within the team’s daily activities. This individual will coach, develop, and support the Secret Weapon team to ensure efficient and accurate in the moment resolutions while maximizing team productivity. A significant responsibility of this role will be to lead the transformation within the team from reactive to proactive support. We will do this by putting a maniacal focus on knowledge creation, which could be both documentation and video production which could be used for in the moment support and/or training modules. The lead will provide in the moment coaching and training, allowing visibility to the Secret Weapon Manager. The lead will identify individual team member strengths and opportunities and incorporate them into career development planning and identify training opportunities to drive employee engagement.
The Secret Weapon Lead will work cross functionally with the Learning and Development, Operations, Sales, and Merchant teams to curate and develop of technical knowledge content. This role will require the ability to communicate effectively and manage multiple partnerships across the organization. As a member of a cross functional team, this individual will utilize support call analytics and communicate with cross-functional partners to design training and communications based on needs identified by call volumes, subjects and themes.
The Secret Weapon Lead will help define future process, system enhancements, and efficiency opportunities by providing business insights and recommendations.

Key Responsibilities

Processes and Execution:
  • Based on operational strategy and initiatives, the Secret Weapon Lead will provide expertise, insight and guidance into projects, programs, and change management for team execution.
  • Responsible for all daily activities holistically including providing direction to a team of technical specialists including managing schedules while maintaining the balance between the needs of our customers and employees.
  • Operationalize projects and other initiatives aimed at improving efficiency, driving business strategy, and supporting the One Service Delivery model.
  • Deescalate issues from partners and leaders and provide Secret Weapon manager with relevant details and learns.

Leadership, People:
  • Build and lead a team of technical experts via HR recruiting and staffing, development, and performance management using a regular 1:1 rhythm and performance appraisals.
  • Design and implement a training plan inclusive of technical, soft skills, and career planning.
  • Establish and maintain strong working relationships and trust with senior management in order to support company initiatives and learn/understand their specific needs.
Partnerships, Communication:
  • Build and maintain strong peer relationships within cross-functional partners and stakeholders within the organization including operations, training, and merchant teams.
  • Effectively communicate support themes through daily, weekly, and monthly reporting as well as take proactive measures and convert them to knowledge content to reduce the need for support, increase the technical aptitude of the field, and support training initiatives.
  • Establishes and maintains strong working relationships and trust with senior leadership in order to support company initiatives and learn/understand their specific needs.
Minimum Requirements
  • 1 or more years of Leadership experience
  • 3 or more years of HT and/or PC in-home or on-platform experience
  • 2 or more years of Best Buy internal applications and tools knowledge
Preferred Requirements
  • Bachelor’s Degree
  • Vendor Certifications: Savant, Control4, Lutron, ISF, Microsoft, Cisco, SonicWALL
  • Industry Certifications: CEDIA, A+, Network+

Auto Req. ID710021BR
Employment CategoryServices/Installation/Repair
Job LevelManager with Direct Reports
Location Number205217-215-Secret Weapon
Address7601 Penn Avenue South
CityRichfield
StateMN

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