Manage operation processes and excellence for specific areas of The Home Depot Measurement Services and manage projects focusing on process improvements that support store/field/ SSC synergies. Provide input and resources, partner with Strategy, Communications, Workforce and others to drive major process improvement initiatives for The Home Depot. Key Responsibilities:10% - Analyze - Analyze the fundamental components of problems and communicate the correct course of action to the team and the resolution to the contact center site leaders and business partners .0% - Deliver Insight - Prepare and deliver high-level insights and recommendations based on multiple analyses of industry/ business, competitive landscape, consumer data for area of expertise .0% - Implement Change - Create & maintain Process Flow in a virtual format of Customer Experience Channels, Service Provider Call Handling, Compliance and Call Quality Programs, utilizing CRM Data, Customer trends and defects to create strategic campaigning for Home Services .0% - Improve Customer Experience - Develop and work with Ops team to implement changes that improve overall Operations processes that are likely to add value to the stores' bottom line. Manage/drive core operations projects and/or process improvements .5% - Manage Action 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 .5% - Process Improvement - 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. Direct Manager/ Direct Reports:This position reports to the HMS Director of Operations. This position has no direct reports. Travel Requirements:Typically requires overnight travel 25% to 40% 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. Minimum Qualifications:Must be 18 years of age or older. Must be legally permitted to work in the United States. Preferred Qualifications:Working knowledge of Microsoft Office Suite. Working knowledge of Tableau. Working knowledge of presentation software (e.g., Microsoft PowerPoint)Working knowledge of analytical/statistics software (e.g., SPSS, SAS, R, Stata)Demonstrated ability to collaborate and work effectively with cross-functional teams. Ability to develop and apply advanced mathematical/statistical techniques. Ability to draw accurate conclusions from financial documentation. Demonstrated project management skills. Ability to convey complex or technical ideas and processes in easy-to-understand terms to diverse audiences. Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers. Excellent written and verbal communication skills. Minimum Education:The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED. Preferred 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. Minimum Years of Work Experience:1 Preferred Years of Work Experience:2 Minimum Leadership Experience:1 years of previous leadership experience. Preferred Leadership Experience:2 years of previous leadership experience. Certifications:None. Competencies:Action Oriented. Business Insights. Manages Ambiguity. Optimizes Work Processes. Plans and Aligns. Strategic Mindset

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