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Sr. Manager, Customer Program Operations

Home Depot


Location:
Atlanta, GA
Date:
01/19/2018
2018-01-192018-02-17
Job Code:
113098
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Job Details

Sr. Manager, Customer Program Operations - Atlanta GA 30308 Skip Navigation
Job Details

Sr. Manager, Customer Program Operations (113098)

GA - Atlanta

  • Date Posted: Jan 10, 2018
  • Company: The Home Depot
  • Travel: 0-10%
  • Functional Area: Marketing
  • Position Type: Full-Time
  • Relocation Provided: No




Position Description:
Position Purpose:

The Sr. Manager, Customer Program Operations will be responsible for the execution of the customer marketing program through physical activation channels including the retail stores, the call centers and the outside sales. Initially, 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 Sr. Manager, Customer Program Operations will also play a critical role in designing, launching and evolving the customer experience that the program will enable (especially through mobile). This role will work with cross-functional partners, primarily Pro, Pricing, Supply Chain, Store Operations, Mobile, and Marketing. 

Major Tasks, Responsibilities and Key Accountabilities:

  • 40%: Lead and oversee the design, development and rollout of the customer program including mobile experiences to enable a more efficient customer experience across all channels. 
  • 30%: Lead the launch and rollout of a customer marketing program, including in-store, call center and outside sales execution.
  • 20%: Ensure that in-store associates, call centers reps, and other customer-facing representatives are informed and knowledgeable about the program structure and benefits. 
  • 10%: Act as the advocate for the customer experience and the program members. Socialize and advocate for the program in the field. 

Nature and Scope:

  • Position reports to Senior Director, Customer & Analytics
  • No Direct Reports

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.


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:
8 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:
  • Advanced degree (such as a Masters Business Administration) a plus
  • Retail operations or sales experience a plus

Knowledge, Skills, Abilities and Competencies:

  • Exceptional critical thinking, organizational skills and project management skills
  • Strong verbal communications and influencing skills; ability to be the members’ advocate
  • Ability to drive execution in a physical environment and manage multiple workstreams simultaneously
  • Ability to design experiences and translate them into a tangible workplan for execution
  • Strong executive communications, both written and verbal
  • Ability to interpret and take action from analytical and financial analyses


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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