Home Depot HDE Divisional Manager Operations in Atlanta, Georgia
POSITION PURPOSE -
The Divisional Operations Manager (DOM) is responsible for driving the overall execution of specific business unit goals and management of installation functions and deliverables for a specific region. The DOM is accountable for successful residential home improvement installation of HDE products within specified markets with combined installed revenue of 127M+. The incumbent is accountable for areas of organizational performance including, but not limited to, converting sales revenue to installed revenue through teams within assigned division. This role reports to the Director of Operations and is directly responsible for the customer experience following the point of sale through installation. The DOM operates directly through a team to communicate expectations, ensures department performance outcomes, and drives support of strategies tied to outstanding customer service, adherence to performance metrics and quality standards. The DOM manages internal customer supplier relationships and SLAs with field operations teams for the division he/she supports which includes Division Director, Divisional Installation Managers, Branch Installation Managers, Branch Sales Managers, Field Installation Managers, Installation Managers, and Sales Managers. The individual will ensure optimal staffing levels for seasonal/market cycles to produce consistent and industry leading customer experience. The DOM will lead the Customer Support Center teams to provide support in the areas of training, administration, and customer service. The DOM is responsible for ensuring that results meet/exceed performance standards and metrics related to timely completion of jobs, minimal service issues, ensures profitability and achieving cycle time requirements within specified division. The incumbent will have direct P&L responsibilities and is accountable for areas of organizational performance including, but not limited to, converting sales revenue to installed revenue through employee and contractor teams within various units.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES -
Sets department priorities and directly manages Operations Managers toward the achievement of department objectives and goals. Staffs appropriate number of associates to ensure division(s) can achieve revenue goals. Collaborates with Divisional Director(s) in providing oversight to team in partnership with Branch management.
Ensures that assigned business unit addresses inbound/outbound communications to the highest professional standards and to the satisfaction of the customer and the Company. Works through direct reports to maintain excellent service level, monitors performance and ensures the business unit’s performance.
Effective trainer on new processes and technological improvements; as well as capable of development of training curriculums. Acts as an escalation path to resolve complex customer concerns and periodically conducts real-time call/email or chat monitoring.
Conducts coaching with associates in order to enhance service quality and increase productivity and department performance. Evaluates real-time performance and contributes to continuous improvement initiatives by tracking customer issues, identifying patterns and root causes and executing recommended solutions.
Responsible for process improvements, training, and development. Promotes ongoing cooperative relationships. Ensures positive working relationships, effective communication, and ensures that associates are equipped with information critical to the success of their roles. Builds and develops an effective, high performing team critical to the success of their roles. Builds and deve
MINIMUM QUALIFICATIONS -
Must be eighteen years of age or older.
Must pass the Drug Test.
Must pass Background Check.
Must pass pre-employment test if applicable.
EDUCATION REQUIRED -
- The knowledge, skills and abilities typically acquired through the completion of a bachelor’s degree program or equivalent in a field of study related to the job.
YEARS OF RELEVANT WORK EXPERIENCE - 3
PHYSICAL JOB 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 -
Bachelor’s Degree Preferred
3-5 years of customer service experience
Proven track record of performance management, training, coaching, and mentoring work teams, documenting processes, P&L management, analyzing trends and achieving exceptional level of customer service.
Experience with analysis, problem solving and project management
Prior experience in direct installation or interior residential remodeling (3+ years).
Knowledge or experience in the home improvement industry
Knowledge or experience dealing with subcontractors
Experience managing and operating within a call center environment
KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES -
Demonstrated success in developing and managing people and processes in a Customer Service organization
Proven ability in process improvement, training and development
Practical understanding of customer service/order entry systems and proficient Microsoft Skills (word, Excel, PowerPoint)
Effective interpersonal and customer service skills with a strong sense of urgency
Proven ability to meet deadlines, manage multiple priorities and achieve results in a fast paced and changing work environment
Demonstrated ability to lead a team of twenty or more people and foster an environment of team work, customer satisfaction, communication, approachability and empowerment
Proven problem solving ability and proven record in business operations
Strong communication and math skills
Must be flexible to work nights, weekends and holidays
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.