- Management Experience
The Manager, Customer Program Operations will be responsible for the execution of a customer program through physical activation channels including the retail stores, call centers, and outside sales teams. The role will oversee the launch and rollout of a customer program; after which it will ensure that benefits are delivered to members consistently and in compliance with the terms of the program. The role will support the needs of the retail stores and field teams to enable successful execution of the program.
The Manager will also focus on enabling a best-in-class customer experience and will play a critical role in launching and evolving the digital experiences for the program, especially mobile web and app. This individual will be responsible for driving the project to ensure a successful execution and provide on-going support to continue growing the customer program.
This role will work cross-functionally with the Pro, Pricing, Supply Chain, Store Operations and Marketing teams to launch and execute the customer program.
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
Direct and indirect reports typically include 2-5 Business Analysts.
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.
Additional Minimum Qualifications:
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.
Deep knowledge of operational processes
Proficiency in leading by influencing others
Strong communication and strategic decision-making skills
Previous retail and/or e-commerce experience at a national-level
Previous customer program experience
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.