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Job Information


Position Purpose

The Design Center Backroom Operations Manager serves as the primary leader for the operational areas of the Design Center’s Backroom. The Backroom Operations Manager will manage a team of Supervisors and Associates at the HDDC’s consolidation center facility. This role is responsible for the general leadership of the associates, upholding operating standards, and maintaining the systems, tools, and processes that support the post-sale operational areas of the Design Center Showroom. Post-sale operational areas include Customer Order Management, Receiving, Delivery, Install and RTV processes. The Backroom Operations Manager must balance the responsibilities of formulating operational strategies and objectives, completing tasks, and making sure that direct reports are educated and execute on the processes, behaviors, and expectations for meeting customer needs. The Backroom Operations Manager will set the strategy for planning, budgeting, and documenting the aspects of backroom operations and will monitor metrics and meet with the other HDDC Leaders to suggest changes to ensure the business runs efficiently and successfully. They will also be responsible for their directs and indirect regarding recruitment, selection, performance appraisal, professional development, and disciplinary actions.

Major Tasks, Responsibilities and Key Accountabilities

50% - People

Manages a team of Supervisors & Associates through hands-on leadership

Reviews and provides constructive feedback

Responsible for recruitment, selection, performance appraisal, and professional development of Supervisors and associates

Oversees partnerships with internal and external stakeholders to meet customer needs

Teaches, coaches/mentors, and trains associates

Encourages supervisors to continuously develop the personal and professional skills of their teams

Inspires his or her team to have a high level of engagement and performance

Serves in a mentoring capacity for supervisors and associates, and holds accountability to ensure everyone on their team (direct and indirect) is developed appropriately

30% - Strategy

Proactively identifies and resolves issues that may impair the team's ability to meet customer/business needs

Provides high-level insight regarding the team’s projects (e.g. scope and timeline)

Develops strategies to drive operational efficiencies in post-sale operations

Communicates the team's metrics and results

Oversees high-level ongoing quality control and participate in quality issue resolution

20% - Operations Administration

Identifies overall training needs and solutions

Assists with reviewing and selecting vendors to deliver innovative customer service features

Helps set the team's success criteria, key drivers and metrics

Works closely with the HDDC Leadership to ensure the overall successful administration and functioning of the operation

Nature and Scope

This position has 3-5 direct reports

Typically requires 10% to 20% travel

Physical Job Requirements - Most of the time is spent located in a comfortable indoor area with frequent opportunity to move about. There may be exposure to mild physical discomforts from factors such as dust, fumes or odors, temperature extremes, loud noise, strong drafts, or bright lights

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

Minimum Qualifications

Must be 18 years or older

Must be legally permitted to work in the United States

8 years of relevant work experience

The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED

Ability to work a flexible, minimum 55-hour weekly schedule

Preferred Qualifications

5+ years managing a team

10+ years of relevant work experience

Ability to work in a fast-paced environment

Ability to stay within a budget, analyzing and drawing conclusions, decisiveness, dispute/conflict resolution, process compliance

Strong verbal and written communication skills

Strong skills in in common business software applications, such as Microsoft Word, Outlook, and Excel

Knowledge, Skills, Abilities and Competencies

Develops Talent

Decision Quality

Plans & Aligns

Ensures Accountability

Manages Conflict

Drives Engagement


Customer Focus

Drives Results

Communicates Effectively

Drives Vision and Purpose

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.