Sr. Analyst Omnichannel

Profile

Geek Squad
The Associate Analyst of Services Operations acts as an operational support resource for the OEM authorized repair businesses, our people (partners, leaders and Agents) and our vendor partners. The role ensures that the processes and tools needed to optimize Services capabilities, deliver performance improvement, and delight our in-store clients with a quality service experience. It will also provide support to our field teams when those processes aren’t enough to solve their pain points and then work backwards to identify gaps in **MEMBERS ONLY**SIGN UP NOW***. or vendor processes and works to improve those.
The Sr. Analyst of Services Operations requires strong written and verbal communication skills – requiring effective communication to influence without authority at Sr Manager level, partner relationship management skills, and system expertise of internal Geek Squad and vendor proprietary systems. This role partners closely with the field in understanding and solving operational pain points and inefficiencies to improve the operating model and SOPs.
This role will have direct reports to support the overall OEM repair work across the broader team.
Key Responsibilities
Operational process creation, implementation and improvement
Ability to process map complex operations for analysis
Creation of Standard Operating processes for repair programs
Review and upkeep of current processes with continuous improvement mindset
Implementation of field processes along with needed change management planning
Contributes to continuous op model improvement efforts intended to increase effectiveness and efficiency, maintenance of critical field facing vendor processes, tools, and rhythms
Examples include:
SOP and knowledge management
Compliance and data privacy
Tools
Reporting
Manage multiple corporate-based projects to improve operational efficiency such as changes to standard operating procedure updates to drive efficiency and a lower cost to serve
Field support and development
Launch and Maintain skill set requirements, monitor certification and training needs, and guide field leaders in the activation of skills based on knowledge level
Participate in training deployment of both operational and technical content in partnership with Services Academy
Provide tools, support, and guidance to Field Leaders to support repair programs
Vendor Management and Processing
Responsible for partnering with field, merchants, finance/controllership and vendors to enable:
Efficient access for field Agents to vendor proprietary systems
Identification of financial impacts of current processes and working with broader team to create solves
Communication with vendor partners to enable streamlined processes
Execution and management of key vendor partnership opportunities (i.e. Apple Pros program communication and training prioritization)
Communication and partnership with vendor and internal partners to influence and align on key operational process improvements
Develop relationships with partners and streamline tools, processes, and performance management rhythms with vendors.
Works in concert with vendor partners to enable clear and consistent action items for field execution, improvements to core processes.
Utilize **MEMBERS ONLY**SIGN UP NOW***. and Geek Squad systems to identify and communicate opportunities and performance results to the vendor partners and to drive informed improvements.
Basic Requirements:
2 years of operations and communication experience
1 years of experience in project planning, management and/or measurement
1 years of management experience with direct reports
Strong communication skills (written, verbal, presentation and facilitation)
Intermediate knowledge of Microsoft Excel, Access, MapPoint, Power Point
Preferred Requirements:
Bachelor’s degree in Business, Project Management, or related field
3 years vendor program development and management
Intermediate knowledge of **MEMBERS ONLY**SIGN UP NOW***. systems including Nova and POS

Company info

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