The Director of Services, Product Management will be a critically embedded talent that will be part of the Services team. However, this role will also be embedded into the Merchant organization and aligned to each SCO’s (Sr Category Officer) as well. Each Director will support two SCO’s, and he/she will be responsible for driving P&L profitability across the suite of current, and to be developed, services products. The successful candidate will manage the entire product suite (setup, install, repair, support, protect) and in working with numerous partners within Services, Retail, Marketing, .com, (across Enterprise), will optimize the product offering, the client experience and the financials that support the category.
This will include identifying new opportunities to grow their business through offer development, promotions, price optimization and cost management. In summary, as the P&L ‘owner’ the successful candidate is pivotal in the successful growth of the Services business and will report to the Vice President of Product Management and indirectly to the Category Merchant Lead (SCO) fully embedded in the merchant organization. This individual will manage a team that supports this business as well as work cross functionally to ensure day-to-day and large projects based initiatives are being done in a successful manner.
Essential Functions
Managing the Geek Squad and Best Buy branded suite of services productswithin their part of the business (or category) to optimize the financial outcomes. As a leader on both Services and Merchant teams you will partner with both, must understand new products coming to market and needs for the services suite while optimizing current priorities within the business. Must have the ability to influence across the organization to support the promotion of Services yet in a way that connects to the broader strategy. Analyzing and understanding business trends, attending the BPM and having the business acumen to lead and support the business in a way that positions it for growth.
Required
Success is defined as financial performance and client experience. Particular focus will be required for:
1. Marketing: partner with the Services Marketing team to prioritize product promotion across various channels to leverage timing, acquire new and retain existing clients, develop and evolve brand voice and positioning.
2. Retail: partner with Retail operations to continually optimize the Blue Shirt experience, removing barriers to sale; providing confidence through product performance and features and overall driving a better customer and employee experience.
3. Relationship Management: partner with Relationship Management to optimize product content and features, support vendor relations, etc.
4. Leads business performance management meetings with finance, services operations, marketing and retails operations to drive business outcomes. Partnerships with each of these area’s is critical to bring new offers to life as well as to understand all aspects of the business.
Strategic Planning
Plans and forecasts business performance to drive alignment with company strategies and achieve financial targets. Reviews analysis of data/reports to determine high-value levers and mitigate potential risks to the business. Run and manage the services business within the category they are accountable for
Leads the team in translating the strategy into action for profitable results. Sets expectations, drives accountability and ensures alignment and integration of team priorities, initiatives and metrics. Monitors results to achieve outcomes. Optimizes enterprise resources and capabilities to ensure a strategic focus on game-changing
Leads the design, test and implementation (via partnerships) within the Services fulfillment teams to deliver a world class experience while managing costs (labor in all channels)
Customer Experience
Uses knowledge of emerging/innovative trends and the competitive landscape in the industry to create new solutions that enhance the organization's competitive advantage. Working with our internal teams and understands the competitive landscape.
Understands legal and regulatory requirements (e.g., SOX, data privacy, confidentiality) and business implications, and ensures compliance and partners appropriately and in a timely manner with compliance SME.
Matrixed Leadership/Management Skills
Requires advanced skill at building relationships and influences cross functional teams
Engages broader Service organization and Enterprise to identify leverage points
Holds others accountable for consistently following through on commitments and ensuring that results are achieved.
Performance Management - Sets clear effective goals and expectations as a key part of managing performance to drive business outcomes. Provides meaningful and timely performance feedback and coaching in the moment, and uses performance management tools to track and discuss performance.
Development - Provides developmental opportunities for others to develop skills, knowledge and experiences.
Develops effective team relationships to drive individual employee engagement and maximize employee performance.
Makes talent decisions (i.e., selection, development, performance management and rewards) with input from senior leadership. Ensures talent is positioned correctly.
Basic Qualifications
Bachelor’s Degree or Equivalent Industry Experience
8+ years' progressive Services, Merchant, Retail or related experience in a global environment
8+ years in a Product Management leadership, Services, Merchant role or “owner” of sizeable/comparable P/L
8 + years of management or leadership experience with people and/or budget responsibility
Proven communication skills (written and verbal)
Expert level business and financial acumen required
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