Associate Manager, Contract & Subscription Operations at Best Buy in Richfield, Minnesota

Job Description:

Are you looking for an opportunity where you can showcase your ability to be a collaborative and knowledgeable member of a team that is responsible for new and renewal subscription contracts? Do you possess the tech background to be the subject matter expert for technical systems involved in the process? If so, this may be the role for you!

Best Buy, North America’s leading consumer electronics retailer, is seeking an Associate Manager, Contract & Subscription Operations that will support the business and customer impact critical task of the timely and accurate resolution of subscription errors that impact Best Buy, our vendors and most importantly customers. The role works diligently within internal Best Buy partners and technical systems, in accordance with the department defined SOPs. This role will execute on our strategic initiatives through timely and accurate reporting, cross functional partnerships, subject matter expertise in the technology systems used, and individual contribution to operational changes and new business growth.

What does an Associate Manager, Contract & Subscription Operations do?
The Associate Manager, Contract & Subscription Operations is a part of the Product Management team that manages all services product categories, Best Buy, Geek Squad, and vendor subscriptions in addition to Best Buy Membership operations. Which includes plans such as Total Tech Support, GSP, AppleCare, Microsoft Office, Antivirus subscriptions, productivity software subs and activations and My Best Buy Membership ops etc. This role, along with a small team of direct reports, is responsible for contract and subscription integrity as well as mitigating risk with Best Buy vendors.

What is the ideal Associate Manager, Contract & Subscription Operations at Best Buy?
We are seeking a dynamic, forward-thinking leader, with a strong track record of creating and implementing successful business processes, reporting and KPI’s necessary to measure success, as well as remediation of technology errors in a large, complex corporate environment. The Associate Manager, Contract & Subscription Operations will be the “face” and point of contact for a portion Best Buy’s contract and subscription operations. The position is very fast paced and requires heavy attention to detail with strong organizational, communication, process improvement, and people leadership skills. This person will set direction for their team. The ideal candidate for this role is a highly organized worker with the ability to manage multiple changing priorities concurrently.

What is an Associate Manager, Contract & Subscription Operations responsible for?
End to End Operational Ownership of Contracts and Subscriptions.

• Responsible for operationally leading our warranty portfolio which includes all GSP plans in addition to AppleCare


• Support system enablement of new contracts and subscriptions in all sales channels


• Define, implement, and execute daily/weekly/monthly contract and subscription operations processes


• Design of strategic analytics to analyze contract and subscription health as plans propagate from sales acquisition channels to fulfillment systems


• Identify system defects that impact contracts and subscriptions as well as work with system support teams to remediate impacted plans


• Identify system throughput gaps that impact contract and subscription integrity as well as work with technology partners to document and prioritize development work to remediate the issue


• Facilitate the building of and management of contract operations business SOP’s

• Organize and facilitate operational status meetings with team


• Lead the team in operational prioritization and process on issues. Provide the vision, and support structure to ensure the team is successful in their contract and subscription issue analysis.

• Partner with other areas across the Enterprise to ensure continuous improvement while driving a positive experience for all requests from corporate, field and other constituents and ensure the delivery of regular communication to all partners regarding business priorities and plans.

We are seeking a candidate with the following experience and skill set:
Basic Qualifications:

• 1+ years of people management experience/leading a team


• Demonstrated creation and execution of operational process or business plan to measure and manage team performance


• 1+ years in data analysis working with large datasets from varying sources


• Experience in directly interfacing with contract, subscriptions, order management or the alike platforms

• 2+ years operational process and/or system/platform analysis


• Experience working with Best Buy contract & subscription systems such as OCIS, SDP, OMS, dotcom etc


• Demonstrated ability to write and execute basic SQL queries for reporting purposes (may be tested)


• 1+ years of product management experience


• Experience working with Microsoft Power BI