Manager Ops Process HDMS

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.

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.

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