About the position

As the Services Operations Analyst, you will help ensure paid membership and Best Buy Protection contracts are created and function as intended. You will analyze large data sets and subscription-system statuses to identify gaps in plan integrity, then clearly explain where the customer experience or business outcome fell short. This fast-paced, team-oriented role is at the center of Best Buy’s growing membership operations capability and offers the opportunity to partner across system, business and operations teams. A successful candidate enjoys combining business strategy, data analytics and technical systems to explain plan performance and resolve issues. 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.

Responsibilities

• Investigate and identify system messaging errors across paid membership and protection offerings.
• Drive contract-error resolution using the appropriate business tools, systems, processes and metrics.
• Perform detailed root-cause analysis to identify operational, technical and process gaps.
• Resolve customer-impacting contract issues with cross-functional partners, including coordinating direct customer contact with the Best Buy Contact Center.
• Identify and implement bulk-resolution options and system or process improvements that increase efficiency and improve customer outcomes.

Requirements

• 2+ years of corporate operations or systems root-cause analysis experience
• 2+ years of experience applying problem-solving, analytical, and data-mining skills to identify insights and support business decisions.
• 2+ years of advanced proficiency using Microsoft 365 applications, including Excel and PowerPoint.
• 2+ years of experience managing multiple tasks, projects and deadlines simultaneously
• 2+ years of experience creating and modifying SQL queries

Nice-to-haves

• 1+ years of experience using Google Looker/Data Studio
• 1+ years of experience using ServiceNow or similar tools
• 1+ year of experience building business cases and presenting recommendations to stakeholders
• 1+ year of experience working with vendor partners
• 3+ years of experience as an Operations Analyst or in a similar analytical role

Benefits

• 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.
• 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.