Sr Manager Operations Process-Core Selling Strategy

Home Depot Atlanta, GA
POSITION PURPOSE:

Operations Process Sr. Managers are involved in the management of processes, overseeing multiple projects and process areas within a major functional area.

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES:

* 25% Provides direction and strategic planning for associated teams and analysts. Develops and implements changes that improve overall organizational and operational processes that create productivity and efficiency gains, simplifying the business. Is a participative member of organizational leadership, focused on the associates and overall goals of the business.

* 10% Communicates effectively at all levels and ensures actions and deliverables are completed in an excellent fashion.

* 25% Manages, drives and delivers core operational projects focusing on systems integrations/enhancements and/or process improvements. Subject matter expert on system and processes pertaining to the organization. Creates and maintains project deliverables through planning and schedules, meeting quality of output, schedule and budget parameters.

* 20% Motivates and influences leadership for collective decision making. Creates a sense of belonging for associated team and leads effectively.

* 10% Guides organization on best-in-class technology, processes and tools associated with benchmarking other companies and vendors. Maintains vendor relationships and seeks out additional partners amongst industry and business leaders. Stays abreast of the competitive landscape, consumer data for their areas of expertise. Provides input and resources in driving major process improvement initiatives for The Home Depot.

* 10% Provides guidance and training specific to area of expertise. Assists in collaborating findings from data and making recommendations. Demonstrates proficiency of specific processes both orally and in writing presentations. Subject matter expert regarding operations and processes within Operations.

NATURE AND SCOPE:

* Position reports to the Sr. Director Operations

* Accountable for the management of a department or functional group through subordinate supervisors/managers and for all personnel issues - including selection, termination, performance appraisal and professional development of subordinates.

ENVIRONMENTAL JOB REQUIREMENTS:

Environment:

Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Travel:

Typically requires overnight travel less than 10% of the time.

MINIMUM QUALIFICATIONS:

Must be eighteen years of age or older.

Must be legally permitted to work in the United States.

Education Required:

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: 6 years

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.

Preferred Qualifications:

* 5 plus yrs IT project management (SDLC methodology).

* Call Center technical support and management experience preferred.

* Broad knowledge and experience in call center system implementation.

* Avaya CMS call data reporting and analytics.

* Nice Call Quality Monitoring data reporting and analytics.

* WFM methods in scheduling and forecasting for performance reporting (Blue Pumpkin systems).

* 3 plus years implementation and process management in SAP CRM and SAP web client product suite.

* Micro Strategy or Business Objects automated report concept and planning.

* IVR design and implementation experience; knowledge of speech and auto attendant menu design concepts and data analytics.

* MS Office Suite (Advanced Excel; Intermediate Access, Word, Power Point and Visio).

Knowledge, Skills, Abilities and Competencies:

* Excellent written and verbal (presentation) communication skills.

* Ability to manage multiple projects and demands.

* Strong business, functional and/or store knowledge.

* Strong quantitative skills such as statistics and data analysis.

* Leadership and management experience preferred.

* Strong operations, retail and/or field experience.

* Ability to form strong technical and field partnerships with internal and external contacts.