Project Manager, Customer Experience

Best Buy - Richfield, MN (30+ days ago)3.9


Are you looking for an opportunity where you can leverage your passion for Customer Experience and your expertise in creating and leading all aspects of end-to-end project planning? This might be the role for you!

At Best Buy we offer much more than a paycheck. Surrounded by the latest and greatest technology, a team of amazing coworkers and a work environment where anything is possible, you'll find it easy to be your best when you work with us. We provide an exciting work environment with a community of technology learners where you can be yourself while investing in your career. Empowered with knowledge you will discover endless opportunities to grow. We believe the success of our company depends on the passion of employees for learning, technology and people.

What is the Project Manager, Customer Experience responsible for?

The Project Manager, Customer Experience will be responsible for partnering with CX Research, CX Design, and multiple partners throughout the organization to deliver projects that answer complex problems and create the desired customer experience based on customer needs and pain points. Once the customer experience is defined, this individual will be responsible for building an operational roadmap with key stakeholders that will be turned over to the business to execute. There may be instances where the individual is responsible for project managing the delivery of key capabilities that are identified as needs across the Enterprise. This role will not be designing the customer experiences but rather leading teams utilizing project leadership and project planning techniques to deliver against expectations.

In addition, the ideal candidate will create and lead all aspects of project planning end-to-end including the business canvas, key milestones & deliverables, communication with the project teams and leadership, resource planning, manage risks/assumptions/issues/dependencies, create measurement plans, etc. Preferably, this individual will have worked with design and research teams previously and with human centered designed methodologies.

Areas of ownership and impact:
Project Management
Oversees the development of project scope, establishes clear stakeholder maps and governance for projects, and organizes program artifacts to ensure all documentation is published and is referenced in team meetings.
Creates project structure, roadmaps for delivery, meeting rhythms, tools, facilitates clear and consistent communication across the project team, and leadership when needed.
Builds an operational roadmap and tracks key project deliverables and dependencies against agreed-upon and creates on-going touchpoints during operational execution to measure progress milestone plans.
Leadership/Strategy
Partners with leadership to understand business challenges, project goals, and success metrics and prepares materials for leadership discussions and decision making.
Manages goals, objectives, and expectations of projects across cross functional teams.
Provide status updates, risk mitigation and decisions needed to for key decision makers.
Customer Relationships
Cultivates and maintains partnerships and relationships with project sponsors, business & project leadership, project team members and third-party key contacts.

The impact you will have:
High degree of influence in all directions of the Enterprise.
Drive business partnerships in support of the New Blue initiatives.
Provide an E-Commerce Customer Experience that enhances our culture, mission and values.
Why consider this opportunity?
Take your career to the next level.
Work with a team of dedicated, passionate, fun individuals and the industries best in the E-Commerce space.
Highly visible role that allows you to influence decisions that make an impact throughout the Enterprise.
What is required for this role?

We are looking for a Project Manager, Customer Experience that will be an exceptional team member with the ability to manage projects and project teams effectively and has a respectful and courteous style that is consistent and lives the values of the Best Buy brand.

The ideal candidate will roll up his/her sleeves to do the work and be a part of a team that is executing on the strategy. The most successful candidate will be someone who embraces the Customer Experience, is forward-thinking, progressive, understands the retail world and has a past track record of significant accomplishments in cross-functional projects.

In addition to having experience in the responsibilities above, the ideal candidate will have the following qualifications:

Basic -
6+ years of experience in cross-functional project management disciplines
3+ years of experience with design and research teams
3+ years of broad portfolio management experience; managing multiple projects simultaneously or a large program with multiple work streams
3+ years of experience of translating strategy into tactics by developing a step-by-step plan with well-defined tasks and holding team members accountable to deliverables and timelines
Preferred -
Bachelor’s degree
PMP, CAPM, CPPM or similar certifications
1+ years’ experience in retail, supply chain, or order management areas
1+ years’ experience with change management, business analysis
Lean, Six Sigma or similar experience