Sr Manager Strategy And Analytics - Cx
Sr Manager Strategy And Analytics - Cx
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Salary Not Disclosed
1 Vacancy
Job Description
With a career at The Home Depot you can be yourself and also be part of something bigger.
Position Purpose:The senior manager - strategy & analytics is responsible for developing and driving the strategic vision planning and analysis for the online contact center organization.
This role is responsible for all facets of the organizations 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 organizations leadership evaluating topics of interest and making recommendations for action in alignment with the companys 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 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 and enterprise organizations in aligning program resources and priorities.
- 20% Analytics and Reporting: Owner of 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 bachelors 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:
- 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.
Required Experience:
Manager
Employment Type
Full-Time
