AddressPosition Purpose:
Manage operation processes and excellence for specific areas of The Home Depot Measurement Services and manage projects focusing on process improvements that support store/field/SSC synergies. Provide input and resources, partner with Strategy, Communications, Workforce and others to drive major process improvement initiatives for The Home Depot.
Key Responsibilities:
- 10% - Analyze - Analyze the fundamental components of problems and communicate the correct course of action to the team and the resolution to the contact center site leaders and business partners.
- 10% - Deliver Insight - Prepare and deliver high-level insights and recommendations based on multiple analyses of industry/ business, competitive landscape, consumer data for area of expertise.
- 20% - Implement Change - Create & maintain Process Flow in a virtual format of Customer Experience Channels, Service Provider Call Handling, Compliance and Call Quality Programs, utilizing CRM Data, Customer trends and defects to create strategic campaigning for Home Services.
- 20% - Improve Customer Experience - Develop and work with Ops team to implement changes that improve overall Operations processes that are likely to add value to the stores' bottom line. Manage/drive core operations projects and/or process improvements.
- 15% - Manage Action Plans - Manage issues and roadblocks that arise related to their area of responsibility. Respond proactively to unanticipated store needs arising out of a variety of inputs. Manage action steps necessary for successful execution of both strategic Projects /initiatives and process improvement.
- 25% - Process Improvement - Provide guidance and training specific to area of expertise. Assist in collaborating findings from data and making verbal/written recommendations. Demonstrate proficiency/understanding of specific processes.
Direct Manager/Direct Reports:
- This position reports to the HMS Director of Operations
- This position has 2-5 direct reports
Travel Requirements:
- Typically requires overnight travel 5% to 20% of the time.
Physical Requirements:
- Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions, there may be a need to move or lift light articles.
Working Conditions:
- Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications:
- Must be 18 years of age or older.
- Must be legally permitted to work in the United States.
Preferred Qualifications:
- Working knowledge of Microsoft Office Suite
- Working knowledge of Tableau
- Working knowledge of presentation software (e.g., Microsoft PowerPoint)
- Working knowledge of analytical/statistics software (e.g., SPSS, SAS, R, Stata)
- Demonstrated ability to collaborate and work effectively with cross-functional teams
- Ability to develop and apply advanced mathematical/statistical techniques
- Ability to draw accurate conclusions from financial documentation
- Demonstrated project management skills
- Ability to convey complex or technical ideas and processes in easy-to-understand terms to diverse audiences
- Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers
- Excellent written and verbal communication skills
Minimum Education:
- The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Preferred Education:
- The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Minimum Years of Work Experience:
- 1
Preferred Years of Work Experience:
- 2
Minimum Leadership Experience:
- 1+ years of previous leadership experience
Preferred Leadership Experience:
- 2+ years of previous leadership experience
Certifications:
- None
Competencies:
- Action Oriented
- Business Insights
- Manages Ambiguity
- Optimizes Work Processes
- Plans and Aligns
- Strategic Mindset
