Manager Technology Product Management Home Services

POSITION PURPOSE

Manage Home Services products and projects, focusing on systems/technology, training/support, error reduction, job management lifecycle, and other process improvements that support the needs of the Home Services business (Service Providers, Field Support, Corporate, Stores, Customers). Utilize strategic insight and analysis to provide input and guidance to other key areas of Services and throughout all of Home Depot to drive process improvement.  Examples of areas in scope for this manager role include, but are not limited to:

• Being a business leader over systems/technology applications and tools (e.g. InstallConnect, Install2Go, HDConnect, IConX web services)
• Partnering with Home Services operational teams to ensure best-in-class support for our Service Provider
• Identifying, developing, and implementing system and technology changes to improve Service Provider operations

Subject matter expert for many components of Services Operations including field operations, services data methodology, reporting.  

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES 
-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 project 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). 

NATURE AND SCOPE - 
- 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. 

ENVIRONMENTAL JOB REQUIREMENTS 
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
• Must pass the Drug Test
• Must pass pre-employment tests if applicable
  

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 - 5 

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 
-Leadership of onshore and offshore resources
-Ability to act as business leader on technology initiatives; experience creating business requirements, working through functional design, QA, pilot, and rollout/implementation is helpful
-Knowledge of Home Depot’s stores, systems, applications, Home Services business, and Service Provider operations a plus; example systems include ESVS and Siebel
-Ability to teach, coach and train people on new processes and tools
-Past experience in implementing large project rollouts
-Ability to multitask and manage several projects and processes concurrently; strong prioritization skills
-Ability to work with IT, lead and influence project direction, enhancements and fixes
-Strong listening and feedback-gathering skills (much work is driven from recommendations of Service Providers, Field Team, and Store)
-Strong communication skills to work with large number of business partners and customers
-3 years of retail experience or process management in related area
-PMP certification, MBA, Six Sigma a plus

KNOWLEDGE, SKILLS, ABILITIES AND 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.