SR MGR, Customer Record Experience

POSITION PURPOSE

The Senior Manager, Customer Record Experience will own the strategic vision and product roadmap for our operational customer data. The candidate will define our customer data strategy including developing the business rules to govern what data we will collect, how it will be maintained, and what users will be permitted to do with it. The candidate must be a hands-on leader as he or she will be coordinating and giving direction to technical teams; however, the candidate will first-and-foremost be responsible for considering the business and customer experience implications associated with customer data. The candidate will ensure that business strategy and requirements are implemented effectively by the technical teams. The candidate must be able to work at the strategic level (developing a vision for how the company will use customer data for strategic advantage), as well as at the tactical level (employing accurate customer data to solve customer pain points). The candidate will have significant SVP and ELT exposure, and will be required to interact day-to-day with Directors, Senior Directors and VPs. 

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES

• 25% Manage a Product Management team in defining a world-class customer experience that bridges the online and multi-channels; Gain a thorough understanding of customer needs and use that knowledge to create a product roadmap with their team which delivers site features that provide customers with an unparalleled shopping experience 
• 25% Maintain a product & feature roadmap and manage prioritization and trade-offs among customer experience, site performance and operational support load. Ensure team writes complete & detail-oriented product requirements documents; Ensure clear communications of requirements to the business, design, usability & development teams 
• 15% Proactively identify and resolve strategic issues that may impair the team’s ability to meet strategic, financial, and technical goals; As the subject matter expert, forecast, monitor, understand and report on team’s product lines and “own” the overall results 
• 15% Create buy-in for their product vision both within the online team and with key enterprise stakeholders; Lead cross-functionally to ensure Home Depot implements the business vision efficiently
• 10% Leverage their thorough understanding of the E-commerce industry, its seasonality and global business trends/events, and competitor/industry developments when managing priorities and trade-offs on their product and feature roadmap 
• 10% Identify and assess the value of technology licensing with new vendors to deliver on innovative customer experience features

NATURE AND SCOPE
Position reports to Sr. Director, Consumer Insights & Analytics 
Number of direct reports is 4-8.

ENVIRONMENTAL JOB REQUIREMENTS
Environment:
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Travel:
Typically requires overnight travel less than 10% of the time.
MINIMUM QUALIFICATIONS
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.

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: 8 years

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.
Additional Qualifications:

• Demonstrated ability to build and manage high-performance product management and design teams 
• Proven ability to define a winning business strategy and product roadmap 
• Demonstrated ability to manage bottlenecks, provide escalation management, anticipate and make tradeoffs, balance the business needs versus technical constraints, and maximize business benefit and build great customer experience 
• Proven analytical and quantitative skills (experience with excel and access); ability to use hard data and metrics to back up assumptions and feature concepts; comfort with pro-forma financial and operational analysis 
• Implementation orientation; demonstrated ability to translate strategic differentiators into innovative and detailed product requirements 
• Demonstrated ability to manage multiple projects across diverse groups, including UX design, creative, technology development, and QA - work prioritization and planning 
• Knowledge of E-commerce business KPIs and technologies 
• Proven ability to make smart feature (customer experience) versus time-to-market trade-offs

Preferred Qualifications:

• MBA or other equivalent graduate degree preferred
• Product management experience within a consumer goods, retail or internet company; and/or top-tier strategy consulting experience
• Demonstrated success building buy-in for an innovative and bold vision
• Technical comfort; ability to understand and discuss architectural concepts, schedule tradeoffs and new opportunities with technical team members
• Comfort with ambiguity and responding quickly to rapidly evolving threats and opportunities
•  Ability to distill complex concepts into essential components for executive communication
• Strong bias for action; ability to juggle multiple priorities and create a sense of urgency in a fastpaced, dynamic environment

Knowledge, Skills, Abilities and Competencies:

• Strong strategic aptitude 
• Excellent customer experience intuition; demonstrated success in creating innovative and user-friendly websites and customer-facing features 
• Proven track record of taking ownership and driving meaningful results
• Exceptional interpersonal, communication, cross-collaboration and team skills 
• Ability to deliver initiatives from conception through completion 
• Street smarts and willingness to roll up your sleeve and do what’s necessary