About this role
As the Senior Manager - Customer Experience & Cross-Functional Operations, you will be responsible for delivering a seamless, end-to-end customer experience across the order lifecycle—from purchase through fulfillment and post-delivery support. You will ensures execution accuracy, drives operational improvements, and leads customer communication strategies that protect the customer promise. You will operate at the intersection of customer advocacy, supply chain execution, and cross-functional alignment, translating insights into action, removing friction, and ensuring consistent delivery of a high-quality customer experience at scale. This role is hybrid, which means you will be required to work on site Monday through Thursday at the Best Buy corporate office in Richfield, Minnesota. You can work virtually from home or another non‑Best Buy location on Friday. The recruiter or hiring manager will provide more details during the hiring process. What you’ll do Own the end-to-end customer journey, ensuring seamless order fulfillment and resolution. Identify experience breakdowns and drive root-cause fixes across systems and processes. Lead cross-functional alignment and accountability to improve customer outcomes. Develop clear, proactive customer communications during disruptions or delays. Use data to drive continuous improvement, operational efficiency, and team performance. Basic qualifications 5 years of experience in supply chain, retail operations, or customer experience management 2 years in a people leadership role Experience managing complex, cross-functional processes in a high-volume environment Strong analytical and problem-solving skills with the ability to translate insights into action Preferred qualifications 7 years in a large, consumer-facing organization (retail, e-commerce, or supply chain) Proven experience leading end-to-end customer or order experience initiatives Experience working with distributed or offshore teams Strong executive communication skills with the ability to influence without direct authority What’s in it for you We’re committed to helping our people thrive at work and at home. We offer generous benefits that address your total well-being and provide support as you need it, especially key moments in your life. Our benefits include: Competitive pay Generous employee discount Physical and mental well-being support 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.