About this role
As the Senior Manager of the Intelligence Hub, you'll serve as the enterprise's voice on customer contact drivers, translating transcript data and conversational intelligence into targeted improvements in the customer experience. You'll take complex findings from your team, craft a compelling story, and bring it to the right business owners in a way that drives meaningful change. A successful candidate brings strong analytical rigor, executive-level storytelling skills, and the ability to build trusted cross-functional relationships that create real movement without direct authority over outcomes. What makes this role especially exciting is the opportunity to work at the intersection of customer insight, cross-functional influence, and enterprise strategy, owning not just the findings, but the narrative that makes the right people act on them. This role is hybrid, which means you will be required to work on site at the Best Buy corporate office in Richfield, Minnesota, on Monday, Tuesday, Wednesday and Thursday. The recruiter or hiring manager will provide more details during the hiring process. What you'll do Identify specific, solvable friction points within BBCC contact drivers where improvements can be activated with minimal investment — focused opportunities where the right insight delivered to the right person at the right time creates real movement. Build and sustain cross-functional partnerships across Strategy, Operations, Product, and business function owners — proactively alerting partners to new and escalating contact drivers and making specific, actionable recommendations on business rules and operational improvements. Identify contact drivers that could be eliminated through better communication or self-serve capabilities, partnering with Strategy & Ops to activate on those opportunities and close the loop on changes. Ensure the team can quickly turn real-time business questions — whether a small parcel concern, delivery or installation gap, a membership change, or a customer escalation — into fast, directional answers for partners who need to move quickly. Lead and develop a high-performing team of analysts and insight professionals, setting a clear vision and standards that produce work credible enough to move stakeholders across the enterprise. Shape the future technology roadmap by partnering with product and engineering teams to advance conversational intelligence and large language model capabilities. Basic qualifications 5 years of experience in customer experience, operations, or process improvement 3 years of experience leading cross-functional initiatives or business transformation efforts Strong analytical skills with the ability to synthesize data and identify root causes Excellent communication and storytelling skills, with experience influencing senior stakeholders Proven ability to manage multiple priorities in a fast-paced, matrixed environment Preferred qualifications Experience in contact center, retail, and omnichannel environments Familiarity with Lean, Six Sigma, or other continuous improvement methodologies Experience developing and scaling operational models or delivery frameworks Strong understanding of change management, stakeholder engagement, and business case development What’s in it for you We’re committed to helping our people thrive at work and at home. Best Buy offers a range of benefits to support your overall well-being and provide support as you need it, especially at key moments in your life. Our benefits include: Competitive pay Great employee discount Financial savings and retirement resources Support for your physical and mental well-being Best Buy provides different types of leaves of absence (LOA) and potential pay sources to employees based on eligibility. The length of your LOA depends on your situation, where you live, your full-time or part-time employment status, and federal and state regulations. Intermittent or reduced-schedule leave is also available for certain medical or family care leaves. Paid time off (vacation or PTO) is offered to full-time and part-time employees based on work location, employment status, salary or hourly status (exempt/non-exempt), and years of continued or bridged service. Certain roles, where market norms demand it, are eligible for various forms of incentive pay to drive performance and offer recognition for achieving financial and strategic results. For more information about our incentive pay plans, including eligibility, please refer to our Incentive Programs Summary. For more information about benefits, LOA and paid time off, please refer to our Benefits Guide. About us As part of the Best Buy team, you’ll help us fulfill our purpose to enrich lives through technology. We bring that to life every day by humanizing and personalizing tech solutions for every stage of life — in our stores, online and in customers’ homes. Our culture is built on deeply supporting and valuing our amazing employees who make it all possible. We’re committed to being a great place to work, where you can unlock unique career possibilities. Above all, we aim to provide a place where you can bring your full, authentic self to work now and into the future. Tomorrow works here.™ Best Buy is an equal opportunity employer. Application deadline: Minimum of 5 days from the posting date. You can find that date above the job title at the top of the page.