[Hiring] Manager Ops Process HDMS @The Home Depot

Role Description

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 no direct reports.

Travel Requirements

• Typically requires overnight travel 25% to 40% 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.

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.

Compensation

• For California, Colorado, Connecticut, Rhode Island, Nevada, New York City, Ithaca (NY), Westchester County (NY), and Washington residents: The pay range for this position is between $90,000.00 - $120,000.00.