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Home Depot Director, Customer Care in Atlanta, Georgia

POSITION PURPOSE

Leads, directs and manages all operational activities and the overall strategic direction of the Customer Care department.

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES

  • Ensures and owns proper business planning, center staffing and direction of the Customer Care operational teams.

  • Develops leaders, communicates thoroughly, sets expectations, follows up to ensure success, conducts business reviews and holds team accountable for commitments and success criteria.

  • Champions the customer and advocates for the best possible resolve.

  • Understands the core home improvement business, services rendered and products sold.

  • Understands data and triangulates toward usable leading indicators and trends; builds game plans and processes that provide consistency in all approaches.

  • Uses data and history to work with functional departments, stores and services partners to ensure steps are taken to curb issues from occurring, establishing upstream processes and protocols

  • Reviews all internal operational performance measures to ensure optimal efficiency and performance is reached.

  • Advocates for associates and inspires achievement through reward, recognition and growth opportunities.

  • Ensures and influences world class training, continuous team development and effective employee relations, morale and welfare.

  • Ensures voice of the customer goals and customer expectations are exceeded, with the highest of quality of interaction and performance met. Promotes speed and accuracy of organizational efforts

  • Maintains and develops pertinent operational statistics, financial management, information and results reporting. Responsible for data reporting to business units and present results in many forums, must be masterful at communicating and getting points across.

  • Interacts with customers on escalated concerns and represents the brand by ensuring our core values are upheld. Identifies, mitigates, minimizes, and manages risks vs. rewards.

  • Selects, develops, and motivates assigned staff.

NATURE AND SCOPE

  • Typically reports to Senior Director Customer Service Operations

  • Direct and indirect reports typically include 3 managers/supervisors, 12 professionals, and 23 support associates.

  • Typically negotiates in a competitive or adversarial environment.

  • Typically faces situations that are unstructured and require original approaches.

  • Typically considers new approaches within general policies and short-term goals when solving problems.

  • Typically determines what should be done in a functional area or business unit within the broad policies and principles or very general goals.

ENVIRONMENTAL JOB REQUIREMENTS

Environment:

Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Travel:

Typically requires overnight travel less than 10% of the time.

MINIMUM QUALIFICATIONS

  • Must be eighteen years of age or older.

  • Must be legally permitted to work in the United States.

Education Required:

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.

Years of Relevant Work Experience: 8 years

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.

Preferred Qualifications:

A Bachelors or Master s degree and/or strong related experience in business and retail is preferred.

Knowledge, Skills, Abilities and Competencies:

  • Excellent communication skills: verbal, written, analytical and interpersonal.

  • Demonstrated organizational/time management skills.

  • Ability to effectively interact with employees at all levels.

  • Ability to resolve problems.

  • Understanding of budgetary/financial analysis required.

  • Excellent leadership skills.

  • Knows key electronic reporting vehicles, presentations and data

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.

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.

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