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Sr. Director Ops Process - Home Services - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Atlanta, GA Atlanta, Georgia |
About this job
POSITION PURPOSE -
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES -
PHYSICAL JOB REQUIREMENTS -
- The Senior Director of Operation Process is responsible for the development and consistent execution of Home Services’ operational strategies, business processes, policies, and leading the project management function by: erational strategies, business processes, policies, and leading the project management
- Lead efforts to optimize, standardize, and establish standard business processes, operating procedures, policies, reports, and tools across all businesses. Works with senior leaders to ensure measurement, evaluation, and accountability in adherence to established processes.
- Collaborate with key stakeholders to create a common language and definition for the customer experience across all Home Services' programs and business units that includes service level agreements, performance standards, and escalation processes.
- Own processes for measuring, tracking, rewarding for customer service performance, and resolving customer issues both inflight & post sale: VOC, MyInstall CSR, iVOC, CSAT, Customer Care tickets, Pay for Performance.
- Leads “WIN” process and project management function for Home Services, providing leadership, coordination, reporting, and PMO processes and functions that ensure successful project completion (i.e. software deployments, new program pilots, new initiative deployment and strategic planning).
- Coordinate annual strategic planning cycle goal deployment / OGSM (objectives, goals, strategies, measures) and quarterly business reviews for all business units.
- In partnership with SVP Home Services, support the implementation of improved reporting, tools, and information flow to help drive a metrics-based, performance driven culture.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES -
- 40% Collaborates with merchants and field services management to drive Service Provider quality improvements, labor analysis, fulfillment coverage, and compliance to federal and state regulatory requirements.
- 20% Utilizes merchandising strategy (i.e. portfolio strategy, consumer trends, customer service platform) to drive operating focus, resource alignment and technology enhancements.
- 20% Influences the supplier strategy and executes the supplier portfolio. Responsible for analysis and providing key decision support on sourcing, development and on-boarding of new Service Providers. Special Projects: May serve as a key contributor on various key projects across the business.
- 20% Develops and maintains business-to-business operating platform to provide installation services to non retail customers and drive product pull through.
- Position reports to the VP Sales and Services Accountable for the management of a department or functional group through subordinate supervisors/managers and for all personnel issues - including selection, termination, performance appraisal and professional development of subordinates.
- Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
- Must be eighteen years of age
- Must pass the Drug Test
- Must pass the Background Check
- Must pass pre-employment tests if applicable
- 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.
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.
- Advanced Degree in Business
- Prior experience in operations management and technology deployment
- Prior experience in sourcing and supplier selection/management
- Ability to influence, lead and manage direct and indirect groups of associates and internal business partners
- Strong business acumen in retail and/or supply chain operations
- Excellent communication and facilitation skills