SR MANAGER STRATEGY AND ANALYTICS - CX

Senior Manager, Strategy & Analytics

Position Purpose : The Senior Manager, Strategy & Analytics is responsible for developing and driving the strategic vision, planning, and analysis for the homedepot.com online contact center organization. This role is responsible for all facets of the organization's mid to long-range strategy formulation, planning, program management, and the support of business analytics activities. This leader and greater team act as an internal consultant to the organization's leadership, evaluating topics of interest and making recommendations for action in alignment with the company's overall strategy; responsible for competitive analysis and benchmarking; translates vision into strategic programs and is accountable for end-to-end implementation success; acts as the cross-functional strategic partner to all internal homedepot.com departments and other enterprise organizations, including merchandising, marketing, supply chain, store operations, IT, and finance; provides supporting analytics and insights for all initiatives as well as operational business intelligence and KPI reporting for contact center operations.

Key Responsibilities

• 40% Strategic Planning : Lead team in developing and maintaining mid to long-range strategic road maps, creating requisite business cases, competitive analyses, and driving program alignment across partner organizations from inception to implementation. Supports annual strategic planning process.
• 20% Program Management : Translates strategic vision and road maps into executable programs and leads team in realizing successful implementations. Acts as cross-functional strategic partner to homedepot.com and enterprise organizations in aligning program resources and priorities.
• 20% Analytics and Reporting : Owner of homedepot.com contact center data infrastructure and domain, reporting development resources as well as ownership of ad-hoc analysis, scorecards, and KPI generation processes. Supports the broader online team with data, reporting, and analysis.
• 10% Communication : Develops and presents to multiple levels of senior leadership, cross-functional groups, peers, and functional groups of associates in support of special projects, strategic initiatives, and KPI readouts.
• 10% Coaching and Development : Communicates effectively as a leader to develop talent on the team to provide best-in-class capabilities. Meets regularly with team members and peers. Responsible for reviews and performance management.

Direct Manager / Direct Reports

This position reports to Director Strategy and Workforce. This position has 5 direct reports.

Travel Requirements

Typically requires overnight travel 5% to 20% 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

Direct experience distilling complex and / or ambiguous business process, technology and customer experience opportunities into actionable plans for improvement. Experience in identifying new growth opportunities, customer behavior and technology trends and evaluating them for application in the direct area of business ownership. Experience in the application of customer research findings (3rd party or internal) to the retail and / or online environment is essential. Experience with the systematic capture and aggregation of large data sets; familiarity with industry-standard business intelligence and data analytics platforms (e.g. Tableau, SSRS, Teradata, MicroStrategy). Familiarity with common contact center technologies and concepts : IVR, workforce management and scheduling, contact quality assurance and analytics, voice of the customer, customer relationship management platforms, live chat channel management and platforms. Familiarity and exposure to e-commerce technologies, principles, processes and business drivers. Advanced degree highly desirable; MBA preferred.

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

Preferred Years of Work Experience

No additional years of experience

Minimum Leadership Experience

None

Preferred Leadership Experience

None

Certifications

None

Competencies

Ability to think both strategically and tactically; can easily break down the big picture and understand inherent risks and opportunities. Demonstrated ability to manage multiple programs across diverse enterprise groups. Exceptional interpersonal, communication, cross-collaboration and team skills. Communicates effectively at all levels and across diverse audiences. Ability to lead and motivate cross-functional groups and mitigate areas of risk and conflict appropriately. Experienced and adept at creating and organizing the development of presentations and presenting at all levels, including executive-level leadership.

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.