As the Health Incident Response & Resiliency Associate Director, you will manage and coordinate incident response efforts during active incidents and more broadly as a process owner. This role works with a dedicated cross-functional team to minimize the interruption of services to customers and patients using Best Buy Health Care at Home Services. You will proactively address risks caused by interruptions by leading process enhancements that support internal readiness for incidents, speedy handling, and customer readiness.

This role is remote, which means you will work virtually from home or another non-Best Buy Health location. The specific work arrangements vary by role and team. The recruiter or hiring manager will provide more details during the hiring process. 
  
You will have the opportunity to work on site if you are located near one of our Best Buy Health locations in Boston, Massachusetts; Reno, Nevada; San Antonio, Texas; Novi, Michigan; or Richfield, Minnesota. Internal Best Buy Health or Best Buy applicants will be considered from other locations. 

What you’ll doCollaborate with the respective incident management team to ensure that incidents are prioritized according to urgency and impact and all protocols are diligently followed.Oversee the incident management process and work with the leaders of teams involved in identifying, escalating, and ensuring resolution of incidents (in collaboration with Engineering, Product, Quality & Regulatory, Customer facing teams, Clinical, Legal, and others as appropriate).Facilitate active partnership with IT incident handling processes.  Lead customer communication strategy during active and after critical and high priority incidents, including direct customer interface and preparing customer-facing employee groups.Identify critical business process and contribute to continuity and resiliency plans.Basic qualifications8+ years of experience in crisis management, incident response, business resiliency, or related field required3+ years of experience in customer-facing roles responsible for written or live communication required2+ years of experience in three or more of the following fields: Communications or External Communications or Public Relationship; Healthcare Industry; Crisis Management; IT Incident Response2+ years of experience with business continuity work (e.g. identification of critical processes or technology, anticipation of potential business disruption) or implementation of risk frameworks (e.g. creation of risk rating scales, documentation of risk, evaluation of controls) requiredAbility to respond to critical or high priority issues outside of office hours (with the support of a team of on-call staff for preliminary triage and response)Preferred qualificationsExperience participating in or facilitating root cause analysis, table-top scenario planning, or retroactive learning exercises.2+ years of experience leading decision-making and crafting communications under pressure while maintaining a calm demeanor in high-stress situationsExperience writing or using IT runbooks or technical procedure documents to manage technology outages or incidents. Experience creating broad training plans, which include a variety of training vehicles and strategies to reach a range of stakeholders.Experience with customer-facing negotiation and contracting.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 payGenerous employee discountPhysical and mental well-being support
About us

Best Buy Health aims to enrich lives through technology and meaningful connections. We do that by focusing on consumer health products that help people live healthier lives, device-based emergency response services for the active aging population and virtual care offerings that help connect patients to physicians.

Best Buy Health is an Affirmative Action and Equal Opportunity Employer dedicated to creating an inclusive environment that values the diversity of our employees and does not discriminate against any employee or applicant. We are committed to equal employment opportunity for all applicants and employees, without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, genetic information or any other protected characteristic under applicable law. Learn more about our Affirmative Action Policy Statement HERE.

Reasonable Accommodation

Best Buy Health will make reasonable accommodations for employees and applicants for their religious beliefs and practices, mental or physical disabilities, and pregnancy, childbirth, and related conditions. If you need a reasonable accommodation in the application process; to access job postings, to apply for a job, for a job interview, for pre-employment testing, or with the onboarding process, please contact Talent Acquisition at talent.acquisition@bestbuy.com.

Learn more about: Online “Know Your Rights” Posting, Pay Transparency Nondiscrimination Provision and Employee Rights – Executive Order 13496 HERE.