Manager Ops Process HDMS

With a career at The Home Depot, you can be yourself and also be part of something bigger. 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 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 Apply To This Job