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Contractors’ Warehouse —
Customer Experience Manager
Location
Upland, CA
Category
Management
Type
Corporate
Job ID
Req118460
Pay Range
For California, Colorado, Connecticut, Hawaii, Rhode Island, Nevada, New York, and Washington residents:
The pay range for this position is between $50,000.00 – $60,000.00.
Starting wage may vary based on a number of factors including, but not limited to, the position being offered, location, education, training, and/or experience. The Home Depot offers additional competitive and non-financial benefits, which may include a performance-based bonus program or a profit sharing program depending on position.
Position Purpose:
The Manager of Customer Experience for Services Operations & Contact Centers is responsible for driving multiple, large cross-functional process improvement projects focusing on improving the customer experience for Service and Sales Operations. Individuals in this position use high-level strategic thinking and process improvement experience in determining goals, metrics, and direction necessary to maximize short-term and long-term success of initiatives. This role works closely with the Learning department and operational leaders to guide activities related to quality, knowledge, and work from home programs.
Key Responsibilities:
- 25% Promote the customer experience and performance improvement throughout the organization. Create goals and standards that support the ultimate customer experience. Provide directional oversight of the work from home program to guide ongoing innovation and improvement.
- 20% Develop, implement, communicate and maintain a quality plan. This requires writing and management of Standard Operating Procedures and overseeing the findings from quality audits from a designated Quality Audit team
- 20% Partner with the Learning department to continually seek opportunities to increase customer satisfaction. Executes and maintains an associate knowledge base platform to ensure a consistent customer experience
- 15% Formulate and manage the development and implementation of goals, objectives, policies, procedures and systems pertaining to the established standards of service for customers.
- 10% Set up and maintain controls and documentation procedures specific to scripting and branding compliance for Services Contact Centers overall.
- 10% Interview, hire, train, direct, coach, reward and performance manage all direct reports.
Direct Manager/Direct Reports:
- Position reports to Sr. Manager Customer Experience.
- This position has 6 direct reports.
Travel Requirements:
- Typically requires overnight travel less than 10% 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 eighteen years of age or older.
- Must be legally permitted to work in the United States.
Preferred Qualifications:
- Experience in a Call Center as well as a matrix environment
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:
- None
Certifications:
- None
Competencies:
- Very organized with strong attention to detail and time management skills
- Excellent written, verbal, listening and presentation skills
- Interpersonal skills
- Detail oriented with the ability to manage multiple project/priorities
Paid parental leave to bond with your new addition
401(K) savings plan with company match
Merit increases and performance bonuses
On-the-spot recognition and rewards for a job well done
Position Purpose:
The Manager of Customer Experience for Services Operations & Contact Centers is responsible for driving multiple, large cross-functional process improvement projects focusing on improving the customer experience for Service and Sales Operations. Individuals in this position use high-level strategic thinking and process improvement experience in determining goals, metrics, and direction necessary to maximize short-term and long-term success of initiatives. This role works closely with the Learning department and operational leaders to guide activities related to quality, knowledge, and work from home programs.
Key Responsibilities:
- 25% Promote the customer experience and performance improvement throughout the organization. Create goals and standards that support the ultimate customer experience. Provide directional oversight of the work from home program to guide ongoing innovation and improvement.
- 20% Develop, implement, communicate and maintain a quality plan. This requires writing and management of Standard Operating Procedures and overseeing the findings from quality audits from a designated Quality Audit team
- 20% Partner with the Learning department to continually seek opportunities to increase customer satisfaction. Executes and maintains an associate knowledge base platform to ensure a consistent customer experience
- 15% Formulate and manage the development and implementation of goals, objectives, policies, procedures and systems pertaining to the established standards of service for customers.
- 10% Set up and maintain controls and documentation procedures specific to scripting and branding compliance for Services Contact Centers overall.
- 10% Interview, hire, train, direct, coach, reward and performance manage all direct reports.
Direct Manager/Direct Reports:
- Position reports to Sr. Manager Customer Experience.
- This position has 6 direct reports.
Travel Requirements:
- Typically requires overnight travel less than 10% 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 eighteen years of age or older.
- Must be legally permitted to work in the United States.
Preferred Qualifications:
- Experience in a Call Center as well as a matrix environment
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:
- None
Certifications:
- None
Competencies:
- Very organized with strong attention to detail and time management skills
- Excellent written, verbal, listening and presentation skills
- Interpersonal skills
- Detail oriented with the ability to manage multiple project/priorities
Onsite – An associate in an onsite role is required to work at a specific Home Depot location in order to complete their job duties. We also refer to this as location – dependent.
Learn more about our 4 different work locations. Additional information will be provided during the application process.As part of the application process for this role, there will be an online assessment. The assessment usually takes about 17 minutes to complete. You will be directed to the assessment right after you submit your application. Once you click on the link to start the assessment, you will have 96 hours to finish it. You may stop and restart the assessment as many times as you like within the 96-hour time frame.
During the assessment, we’ll ask you questions about your approach to work and various work-related situations. The questions are based on characteristics that are related to performing successfully in hourly roles at The Home Depot, including:
- Professional Experience
- Learning Potential
- Responsibility
- Customer Focus
If you have a disability and would like to ask for an accommodation for the assessment, or you would like more information about the assessment, please click here.
Store Location
1083
1401 EAST 19TH STREET
Upland, CA
Once you’ve applied, please come back and apply for other jobs at this store and any store near you.
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