Contractors’ Warehouse —
Sr Manager Operations Process

Position Purpose:
 

Operations Process Sr. Managers are involved in the management of processes, overseeing multiple projects and process areas within a major functional area.

Key Responsibilities:

• 10% – Communicates effectively – Communicates effectively at all levels and ensures actions and deliverables are completed in an excellent fashion
• 20% – Lead effectively – Motivates and influences leadership for collective decision making. Creates a sense of belonging for associated team and leads effectively.
• 25% – Manage Core Operational projects – Manages, drives and delivers core operational projects focusing on systems integrations/enhancements and/or process improvements. Subject matter expert on system and processes pertaining to the organization. Creates and maintains project deliverables through planning and schedules, meeting quality of output, schedule and budget parameters.
• 10% – Provides guidance and training – Provides guidance and training specific to area of expertise. Assists in collaborating findings from data and making recommendations. Demonstrates proficiency of specific processes both orally and in writing presentations. Subject matter expert regarding operations and processes within Customer Care.
• 10% – Provides Resources and input on major process improvements – Guides organization on best-in-class technology, processes and tools associated with benchmarking other companies and vendors. Maintains vendor relationships and seeks out additional partners amongst industry and business leaders. Stays abreast of the competitive landscape, consumer data for their areas of expertise. Provides input and resources in driving major process improvement initiatives for The Home Depot.
• 25% – Strategic Planning – Provides direction and strategic planning for associated teams and analysts. Develops and implements changes that improve overall organizational and operational processes that create productivity and efficiency gains, simplifying the business. Is a participative member of organizational leadership, focused on the associates and overall goals of the business.  Optimizes diverse talent through a demonstrated commitment to equal employment opportunity.

Direct Manager/Direct Reports:

• This Position typically reports to Sr. Director Customer Care.
• This role has 5+ direct reports.

                    
Travel Requirements:

• Typically requires overnight travel less than 5% 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:

• 5 plus yrs IT project management (SDLC methodology).
• Call Center technical support and management experience preferred.
• Broad knowledge and experience in call center system implementation.
• Avaya CMS call data reporting and analytics.
• Nice Call Quality Monitoring data reporting and analytics.
• WFM methods in scheduling and forecasting for performance reporting (Blue Pumpkin systems).
• 3 plus years implementation and process management in SAP CRM and SAP web client product suite.
• Micro Strategy or Business Objects automated report concept and planning.
• IVR design and implementation experience; knowledge of speech and auto attendant menu design concepts and data analytics.
• MS Office Suite (Advanced Excel; Intermediate Access, Word, Power Point and Visio).
   

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:

• 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:

• 6
   

Preferred Years of Work Experience:

• 6
   

Minimum Leadership Experience:

• No previous leadership experience

Preferred Leadership Experience:

• No previous leadership experience

Certifications:

• None

Competencies:

• Action Oriented
• Decision Quality
• Directs Work
• Drives Vision and Purpose
• Optimizes Work Processes
• Plans and Aligns
• Communicates Effectively
• Drives Results
• Excellent written and verbal (presentation) communication skills.
• Ability to manage multiple projects and demands.
• Strong business, functional and/or store knowledge.
• Strong quantitative skills such as statistics and data analysis.
• Leadership and management experience preferred.
• Strong operations, retail and/or field experience.
• Ability to form strong technical and field partnerships with internal and external contacts.