Position Purpose:

This role centers around servant leadership and oversight of support function processes and business systems. This is in alignment with HDES strategies of operating efficiently, workforce effectiveness, and portfolio growth with overall associate and customer satisfaction.

Lead Contact Center Supervisors (with a combined team of 15+ Regional Communication Administrators-RCAs) supporting field technicians. Put associates first; equip them and help them grow so they can perform to their highest and best potential. Manage service call escalations, optimize resource scheduling, and uphold service level agreements for prompt call resolution. Engage key stakeholders and business partners for operational alignment and excellent customer service.

Define use cases, analyze customer feedback, prioritize features, and collaborate with cross-functional teams like Engineering, Product, and IT to ensure products meet customer needs and business objectives while streamlining team operations. Troubleshoot technical issues to maintain business continuity, optimize workflows, and ensure seamless operations.

Monitor market trends, competition, and performance metrics to inform data-driven decisions and foster ongoing process enhancements. Position requires 25% travel. Other business responsibilities as assigned.

Key Responsibilities:

• 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 operations processes that are likely to add value to the stores' bottom line. Manage/drive 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 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.

Direct Manager/Direct Reports:

• Reports to Senior Manager Operations Process

• 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.

Travel Requirements:

• Typically requires overnight travel less than 25% of the time.

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.

Working Conditions:

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

• Under constant pressure to continuously meet tight deadlines, demanding quotas and/or must regularly deal with difficult situations.

Minimum Qualifications:

• Must be eighteen years of age or older.

• Must be legally permitted to work in the United States.

Preferred Qualifications:

• PMI certification preferred.

• 3 years of retail experience or process management in related area.

• Customer focus

• Manages conflict - Facilitates breakthroughs; steps into conflict seeing them as opportunities

• Optimizes work processes

• Tech Savvy - Scans the environment for technical skills, knowledge or capabilities that can benefit business or personal performance

• Drives Engagement - Shows clear connection between people's motivators and organizational goals

Minimum Education:

• 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.

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 5

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• Experience leading associates and leaders

Certifications:

• None

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

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.