Req177510
Position 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
Position 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.
- This position reports to the HMS Director of Operations
- This position has no direct reports
- Typically requires overnight travel 25% to 40% of the time.
- 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.
- Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
- Must be 18 years of age or older.
- Must be legally permitted to work in the United States.
- 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
- The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
- 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.
- 1
- 2
- 1+ years of previous leadership experience
- 2+ years of previous leadership experience
- None
- Action Oriented
- Business Insights
- Manages Ambiguity
- Optimizes Work Processes
- Plans and Aligns
- Strategic Mindset
About the company
Company website•Consumer Services
The Home Depot, the world’s largest home improvement specialty retailer, values and rewards dedicated, knowledgeable, and experienced professionals.
We operate more than 2,300 retail stores in all 50 states, the District of Columbia, Puerto Rico, the U.S. Virgin Islands, Guam, Canada, and Mexico. All of our associates have one thing in mind — helping our customers build and improve their homes.
Join The Home Depot team today and see for yourself why we are consistently ranked as a top Fortune 500 company.