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HDQC - SR MGR OPERATIONS PROCESS

Home Depot


Location:
Vancouver, WA
Date:
02/15/2018
2018-02-152018-03-17
Job Code:
114601
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Job Details

HDQC - SR MGR OPERATIONS PROCESS - Vancouver WA 98665 Skip Navigation
Job Details

HDQC - SR MGR OPERATIONS PROCESS (114601)

WA - Vancouver

  • Date Posted: Feb 7, 2018
  • Company: The Home Depot
  • Travel: None
  • Functional Area: Merchandising
  • Position Type: Full-Time
  • Relocation Provided: No




Position Description:
POSITION PURPOSE

Working at the world's fourth-largest retailer mixes the best of many worlds: cutting-edge technologies applied to business problems, solving real needs for customers who spend billions of dollars across our stores in North America. QuoteCenter is an application Home Depot store associates use to build large product owners for our Pro customers.

The responsibility of the Manager of Field Engagement is to develop long and short-term engagement strategies as well as be a hands-on leader in driving tactical field execution for all channels for QuoteCenter. 

 Responsibilities:

  • Primary role objectives are to grow the user base, increase program usage and drive close rate.
  • Create the strategy behind all field marketing operations based on financial goals, associate personas, and field priorities. Channels include: QC platform, email, print, onsite and offsite visits.
  • Create the strategy behind all activities of the field communication team responsible for planning, tactical execution, generating creative briefs and collateral requests for the field. Work very closely with corporate, field and store partners to gain support and adoption.
  • Work with internal leadership to develop field engagement strategies; drive new programs/initiatives to support sales goals,  identify new engagement opportunities; and support product and platform development in Home Depot stores. 
  • Assess performance and analyze campaign and marketing channel results and KPIs to determine effectiveness of marketing efforts and drive engagement decisions. 
  • Manage outreach spend and budget. 
  • Develop and maintain strong relationships with corporate, field, store, and other internal teams. 

 MAJOR TASKS, RESPONSIBILITIES 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 the 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 the 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 Customer Care.

NATURE AND SCOPE
Position reports to the Sr. Director Customer Care
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.
Additional Environmental Job Requirements:


ESSENTIAL SKILLS:
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:

  • Hands on campaign management experience.  Retail management experience helpful.
  • Strong leadership, mentoring and coaching abilities. Experience in managing cross-functional work relationships and comfortable leading in a complex and changing environment. 
  • Ability to work in a team environment essential 
  • Competent in analysis and leveraging financial and campaign data. Proficiency using databases/SQL. 
  • Highly organized and detailed with ability to provide strategic direction and hands-on tactical execution. 
  • Demonstrated ability to conceptualize and build integrated marketing plans Strong presentation / public speaking skills. 
  • Ability to maintain composure and productivity in high pace high demand environment 
  • Ability to approach problems systematically, researching all alternatives and making appropriate recommendations. 
  • Strong in Excel and PowerPoint.  

 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.


We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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