Be a key part of Best Buy's growth, as Director of Enterprise Customer Care. In this role the incumbent will lead the development of our Customer Experience
and integrated Customer Care environments for our enterprise Omni-channel Call Center and self-services experiences. This is a critical senior leadership position
within our Application Delivery organization and will drive the vision, strategy, delivery and overall roadmap for our enterprise systems and end to end
Customer Care journey. We are seeking a dynamic, forward-thinking leader, with a strong track record of delivering very large, complex, and mission-critical
technology solutions. This leader will also be accountable to partner with the Customer Care Sr. business leadership team and IT delivery partners to develop
and oversee the end to end delivery and Customer Care prioritization for the enterprise. In this role the leader will also drive the selection and implementation of
Customer Care and Call center capabilities that move the enterprise towards a model of empowering customers and agents via self-service and automation.
Given the breadth, complexity, and diversity of the overall portfolio, the incumbent for this role needs to be someone who is comfortable and experienced with
managing large portfolios of concurrent work, with multiple vendors, various internal customers, etc.
Position Responsibilities
Provide IT leadership to create and deliver continuous improvements of the customer experience
Oversee multiple technical delivery teams for actual technology/software development and implementation, including ensuring all key measures of success (cost, time, scope, quality, risks, issues, etc.) are being continually tracked and addressed with rigor.
Leads the IT teams to develop call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations
Work with IT telephony and network leaders to build a robust infrastructure for the contact centers
Effectively translates business strategies into product strategies, roadmaps and product specifications that deliver against both our core customer value propositions and our company strategic and financial goals
Acts as a product champion for the different "products" within his/her portfolio, and is able to evangelize the product vision effectively to senior stakeholders and is able to independently drive to agreement on product requirements and direction from a wide and diverse population of product customers.
Collaborate with multiple internal partners (Enterprise Architecture, Business Relationship Management, etc.) to turn business strategy and objectives into actionable technology roadmaps and architectural blueprints.
Manage and maintain working relationships with multiple IT partners/vendors (ranging from Big 5 to boutique); review contract terms, SOWs, etc., to ensure positive outcome for Best Buy.
Maintain constant "pulse" on portfolio by being able to accurately and consistently report on the health and status of all in-flight and planned work at all times.
Manage, develop, and grow internal staff of technical resources while simultaneously fostering an environment of growth, challenge and opportunity for vendor resources working in support of the Enterprise Customer Care portfolio.
Ensure that the right resources and technology solutions are being applied to each need, keeping pace with business and customer demands, while ensuring that near-terms needs are properly addressed and balanced with future-state objectives.
The ideal candidate is a strategic thinker, analytical, detail- and results-oriented with excellent problem-solving skills and a strong work ethic.
This individual will be skilled in working across departments to collaborate with resources in various roles and at different levels of seniority.
Basic Qualifications
10 or more years of IT large scale delivery experience
5 or more years of call center experience
10 or more years of experience in one or more of the following areas, with demonstrated progression of responsibilities: Application delivery and application management,
IT/system product design and product strategy
Program Management of large, multi-million dollar efforts
7 or more years in a leadership role with direct reports and people management responsibilities
7 or more years of experience managing and being accountable for budgets
Experience communicating with technical and non-technical stakeholders across multiple business units
Demonstrated professional and technical knowledge by tracking emerging trends in call center operations management
Preferred Qualifications
Bachelor's or advanced degree in IT, Computer Science, business or related field
Prior IT experience implementing large scale, highly-available Call Center and IVR application architectures
5 or more years gathering business needs and creating into workable outcomes.
Hands on experience with multiple IT Delivery best practices (waterfall and Agile) and methods such as Lean, Scrum, Continuous Integration, and Test Driven Development.
Prior experience in working with organizational change management/leadership and process change management
Relevant industry certification.
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