Manager, Service Department Innovation

The Home Depot; Atlanta (GA); On-site; USD 110,000 - 140,000; Full time

Job summary

The Home Depot is seeking a senior professional to identify emerging technology aligned with the Service Department and develop roadmaps to transform customer and associate interactions. The role benchmarks industry advances, pilots new capabilities, and translates insights into actionable roadmaps.

The ideal candidate is an innovative self-starter who can align stakeholders, drive transformation, and deliver connected service experiences across stores.

Qualifications

• Strong business and store knowledge for the area of responsibility.
• Leadership and management experience preferred.
• Solid operations, retail and field experience.
• Ability to partner and communicate with the field/stores effectively.
• High sense of urgency in responding to field needs.

Responsibilities

• Analyze problems and communicate correct course of action to team and field.
• Develop and implement changes to improve store operations and value.
• Manage day-to-day processes and create/maintain project work plans.
• Resolve issues and remove roadblocks in area of responsibility.
• Respond to unanticipated store needs and drive execution of strategic projects.
• Build cross-functional partnerships with field teams and stores.
• Deliver high-level insights and recommendations from analyses of industry/news and consumer data.
• Provide guidance and training related to area of expertise and translate data into recommendations.
• Maintain knowledge base on store operations and processes.

Skills

Business knowledge

Leadership

Store operations

Field partnership

Strategic thinking

Data analysis

Urgency and execution

Education

Bachelor's degree

Job description

Position Purpose:

This role identifies emerging technology that aligns with the Service Department vision and develops strategies to advance how customers and associates interact with the service experience. Responsibilities include benchmarking industry advancements, piloting new capabilities, and translating insights into roadmap recommendations. The ideal candidate is an innovative, curious self-starter who can align stakeholders across all levels of the organization and help drive the transformation toward flexible, connected experiences.

Key Responsibilities:

• Analyze the fundamental components of problems and communicate the correct course of action to the team and the resolution to the field.
• Develop and implement changes that improve overall store operations processes that are likely to add value to the stores' bottom line. Manage/drive core store operations projects and/or process improvements.
• Manage day to day processes related to their areas of responsibility. Create and maintain project work plans.
• Manage issues and roadblocks that arise related to their area of responsibility.
• Respond proactively to unanticipated store needs arising out of a variety of inputs. Manage action steps necessary for successful execution of both strategic projects/initiatives and process improvement.
• Communicate effectively and build strong, effective partnerships with the field/stores and throughout The Home Depot.
• Prepare and deliver high-level insights and recommendations based on multiple analyses of industry/ business, competitive landscape, consumer data for area of expertise.
• Provide guidance and training specific to area of expertise. Assist in collaborating findings from data and making verbal/written recommendations. Demonstrate proficiency/understanding of specific processes.
• Maintain knowledge base regarding specific operations and processes within store operations
• Responsible for appropriate selection, terminations, performance appraisal and professional development of support team (Business Analysts).

Direct Manager/Direct Reports:

• Direct and indirect reports typically include 2-5 Business Analysts.
• Typically requires frequent persuasion or influencing of others. Usually assigns and reviews work of others.
• Typically procedures for analyzing situations and making conclusions are very diverse.
• Typically considers among many different options or procedures when solving problems.
• Typically, once given general assignments, determines priorities and defines what should be done and how to do it.

Travel Requirements:

• Typically requires overnight travel less than 10% 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.
• Under constant pressure to continuously meet tight deadlines, demanding quotas and/or must regularly deal with difficult situations.

Minimum Qualifications:

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications:

• Cultivates Innovation
• Strategic Mindset
• Financial Acumen
• Business Insight

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:

• 5

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• Strong business, functional and/or store knowledge for their area of responsibility
• Leadership and management experience preferred
• Strong operations, retail and/or field experience required
• Ability to partner/communicate well with the field/stores
• High sense of urgency in responding to field needs
• Strong big picture; strategic thinking skills
• Strong quantitative skills such as statistics and data analysis.