- Business Requirements
- Communication Skills
- Process Management
- Data Structures
Manage Home Services support processes for various areas of responsibility, focusing on systems/technology, training/support, error reduction, transaction workflow, and other process improvements that support the needs of the Home Services business (Service Providers, Field Associates, Corporate, Stores, Customers). Provide input and guidance to other key areas of Home Services and throughout all of Home Depot to drive process improvement. Examples of areas in scope for this manager role include, but are not limited to:
Being a business leader over systems and technology applications and tools (e.g. InstallConnect, Install2Go, InHome Selling Tools, HDConnect, etc.)
Partnering with Home Services operational teams to ensure accurate and responsive support for our Service Providers and Field Associates
Implementing and developing system and technology changes to improve Service Provider operations
Managing a team of onshore and offshore Support Associates
Subject matter expert for many components of Home Services operations including field operations, services data structure, and reporting.
MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
Analyze the fundamental components of problems and communicate the correct course of action to the team and the resolution to the field.
Develop and implement changes that improve overall store operations processes that are likely to add value to the stores' bottom line. Manage/drive core store operations projects and/or process improvements.
Manage day to day processes related to their areas of responsibility. Create and maintain project work 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.
Communicate effectively and build strong, effective partnerships with the field/stores and throughout The Home Depot.
Prepare and deliver high-level insights and recommendations based on multiple analyses of industry/ business, competitive landscape, consumer data for area of expertise.
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.
Maintain knowledge base regarding specific operations and processes within store operations
Responsible for appropriate selection, terminations, performance appraisal and professional development of support team (Business Analysts).
NATURE AND SCOPE
Position has direct reports.
Typically requires frequent persuasion or influencing of others. Usually assigns and reviews work of others.
Typically procedures for analyzing situations and making conclusions are very diverse.
Typically considers among many different options or procedures when solving problems.
Typically, once given general assignments, determines priorities and defines what should be done and how to do it.
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel less than 10% of the time.
Additional Environmental Job Requirements:
Under constant pressure to continuously meet tight deadlines, demanding quotas and/or must regularly deal with difficult situations.
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
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.
Years of Relevant Work Experience: 5 years
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.
Ability to act as a business leader on technology initiatives; experience with agile methodology, gathering business requirements, and ability to prioritize based on value
Knowledge of Home Depot’s stores, systems, applications, Home Services business, and Service Provider operations a plus
Ability to teach, coach and train people on new processes and tools-Prior leadership of onshore and offshore resources
Past experience in implementing / supporting large project rollouts
Ability to multitask and manage several projects and processes concurrently; strong prioritization skills
Ability to work with IT, lead and influence project direction, enhancements and fixes
Strong listening and feedback-gathering skills (much work is driven from recommendations of Service Providers, Field Team, and Store)
Strong communication skills to work with large number of business partners and customers
Prior retail experience or process management in related area
Knowledge, Skills, Abilities and Competencies:
Strong business, functional and/or store knowledge for their area of responsibility
Leadership and management experience preferred
Strong operations, retail and/or field experience required
Ability to partner/communicate well with the field/stores
High sense of urgency in responding to field needs
Strong big picture; strategic thinking skills
Strong quantitative skills such as statistics and data analysis.