MGR ONLINE PRODUCT MANAGEMENT

POSITION PURPOSE
This Product Manager, Contact Center Experience is responsible for owning and driving the roadmap, prioritization and business benefit for an agile, balanced development team on the Contact Center Expereince Team. The Product Manager will also support in-depth business reviews, present results to senior management from multiple business units and work to become a domain expert in product area they own. Importantly, the incumbent must be able to work at the strategic level (generating bold and innovative ideas for growth) and at the tactical level (managing prioritization and partnering with an IT lead to direct an agile development team.) The product manager should be passionate about customer and associate expereinces, the Contact Center industry and must have proven analytical capabilities as well as the ability to multi-task and thrive in a fast-paced environment.
 
MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
Gain a thorough understanding of customer needs, both existing and potential, and use that knowledge to help deliver site features that provide Home Depot customers with an unparalleled shopping experience.
Forecast, monitor, analyze and report on the product line.
Conduct financial analysis and assist in the creation of business plans for new opportunities.
Create business requirements and drive improvements to customer-facing site features, back end systems, and new business models.
Apply a thorough understanding of the E-commerce industry, its seasonality and global business trends/events, and continually monitor competitor/industry developments.
Drive projects and promotions with site merchandising, web development, and design teams.
Identify and assess value of technology licensing with new vendors to deliver on innovative customer experience features.
NATURE AND SCOPE
Position typically reports to Dir, Online Product Management.
Accountable for direct supervision of the work activities of others. Planning, monitoring and reviewing work of subordinates is required. This may include direct supervision of a shift or the coordination of multiple work groups. Makes recommendations concerning selection, termination, performance appraisal and professional development.
ENVIRONMENTAL JOB REQUIREMENTS
Environment:
Typically located in a comfortable indoor area. There may be regular exposure to mild physical discomfort from factors such as dust, fumes or odors, temperature extremes, loud noise, strong drafts, or bright lights.
Travel:
Typically requires overnight travel less than 10% of the time.
Additional Environmental Job Requirements: MINIMUM QUALIFICATIONS
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:

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 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:

Preferred Qualifications:
MBA preferred
5-7+ years in Contact Center Capabilities, product management and/operations, preferably within a consumer goods/retail company
Proven analytical skills (includes ability to use tools such as Excel and Access).
Knowledge, Skills, Abilities and Competencies:Ability to think both strategically and tactically.
Demonstrated ability to manage multiple projects across diverse groups, including UX design, creative, development, and QA - work prioritization and planning
Proven track record of taking ownership and driving meaningful results
Exceptional interpersonal, communication, cross-collaboration and team skills
Knowledge of E-commerce business KPIs and technologies