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Manager of CEC Technology

Home Depot

Houston, TX
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Job Details

Manager of CEC Technology - Houston TX 77024 Skip Navigation
Job Details

Manager of CEC Technology (115664)

TX - Houston

  • Date Posted: Mar 12, 2018
  • Company: Global Custom Commerce
  • Travel: 0-10%
  • Functional Area: Technology
  • Position Type: Full-Time
  • Relocation Provided: Yes

Position Description:
Global Custom Commerce is looking for a Manager of CEC Innovation and Technology to drive technical innovation in support of our Customer Engagement Center (CEC). Our CEC provides expert design consultation to help customers purchase complex products like custom blinds, as well as a customer service organization that assists customers post-sale. The CEC also manages a small fulfillment operation that ships free samples to customers across the U.S. The Manager of CEC Innovation and Technology has a broad understanding of call center operations and technologies, extensive Salesforce implementation experience, excellent communication skills and the curiosity to learn from the best practices of call centers at The Home Depot and across the industry. She/he works closely with CEC leadership and associates to identify and prioritize opportunities for improvement, collaborates with vendors and teams across the enterprise to assemble solutions, helps assemble business cases and budget asks to obtain necessary resources, and shepherds solutions as they move through the process from inception to delivery. Once solutions are deployed, he/she remains the primary point of contact for the CEC and coordinates with internal and external teams to ensure that solutions operate properly and deliver the expected results. She/he also works closely with internal and enterprise IT teams to drive improvements in telecommunication and computer infrastructure for the CEC. Simply put, he/she is the IT leader for the CEC.

Why work here? Our entrepreneurial roots and maverick mentality, coupled with the resources and backing of the #1 home improvement retailer in the world, The Home Depot, is a unique opportunity for you to be a transformative retail disrupter. Plus, GCC is the world’s largest online window covering company, and we’ve got a demonstrably awesome 20-year track record. From our open-floor office to our open-door ethos, our culture is rooted in improving, evolving, and having fun (we’re pretty serious about cake, cook-offs, ping pong, meaningful work and exciting projects). Most importantly, our team members are always inspired, engaged, and ready for growth.

That means you’ll have the resources and the runway to create truly magical, out-of-the-box work. Moreover, you will play an important role in leveraging our culture, people, systems, processes, and technology — ultimately to provide incredible customer experiences, while growing business for GCC and The Home Depot. This is your chance to be part of something big, in a small start-up environment.

We’re ranked as one of The Top 5 Workplaces in Texas and have consistently won the following awards: The Best Place to Work in Houston (Houston Business Journal), Houston’s Top Workplaces (Houston Chronicle) and Houston’s Best and Brightest.

20%- Act as IT leader for the CEC (Customer Engagement Center)
20%- Develops and maintains a broad and deep understanding of technology challenges in the CEC by gathering input from CEC associates as well as from CEC leadership. Looks beneath the surface to understand root causes
15%- Maintains the CEC technology roadmap and priorities for improvement by analyzing the ease/benefit of multiple potential projects and solutions
15%- Partners with internal IT, enterprise IT and third-parties to design, prioritize, fund, deliver and support technology solutions leveraging Online Call Center (OCC) capabilities where possible
15%- Works closely with the CX product management organization and the PMO to maintain CEC technology improvements in the product roadmap and to prioritize solves requiring internal IT development
15%- Works with enterprise call center teams to determine the best way to implement and integrate Sales Force, ideally sharing capabilities with the OCC


This position reports to the Director of Information Technology.
This position has no direct reports.


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.

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:
5 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:
Understanding of phone system technology
Understanding of warehouse management technology

Knowledge, Skills, Abilities and Competencies:
Proven ability to communicate and empathize with call center associates, driving credibility and developing trust-based relationships
Broad and deep understanding of call center technology
Proven track record for delivering successful call center technology solutions
Extensive hands-on Sales Force implementation and integration experience
Experience building and maintaining relationships with teams outside the manager s direct sphere of control to successfully coordinate efforts to deliver complex enterprise solutions.
Comfortable taking responsibility without having authority over all teams that are involved in delivery
Good oral and written communication skills. Can summarize complex technical information for non-technical audiences to influence decision making

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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