Product Manager - Online Contact Center - Full-time / Part-time

Position Purpose:

At HomeDepot.com, our award-winning e-Commerce team is blazing a trail of retail shopping innovation by leveraging cutting-edge technology with our 2,200+ store locations and a relentless focus on customer service. We have been named one of the world's most innovative companies and we are on a mission to provide the world’s best interconnected shopping experience. To do so, we need more dreamers, innovators and big thinkers passionate about re-imagining the future of retail. Interested in making history with us? If so, apply today to experience what it’s like to be a part of our HomeDepot.com team. Who knows? Your next big idea may just change the future of retail!

The Online Contact Center Product Manager is responsible for driving customer-engaging and back-end projects for their designated product lines within the Online Contact Center for homedepot.com. Product Managers will support in-depth business reviews, present to senior management and generally be held accountable as a business owner of their product and how it fully integrates within and affects the Home Depot ecosystem. Importantly, the incumbent must be able to work at the strategic level (generating bold and innovative ideas for growth, having a pulse on the markets that impact their product) and at the tactical level (analyzing data, solving problems). This position will help monitor and drive the business on all aspects of demand, customer experience and conversion. The Product Manager should be passionate about the customer and the E-commerce and multi-channel contact center industry, must have proven analytical capability, the ability to multi-task, thrive in a fast-paced environment and have a keen ability to align stakeholders across multiple business segments.

Major Tasks, Responsibilities and Key Accountabilities:

• 30% - Gain a thorough understanding of customer needs, both existing and potential, and use that knowledge to help deliver Contact Center and homedepot.com site features that provide customers with an unparalleled shopping experience.
• 20% - Forecast, monitor, analyze and report on the product line(s).
• 15% - Partner with Finance in conducting financial analysis and assist in the creation of business plans for new opportunities.
• 15% - Create business requirements and drive improvements to customer-facing site features, back end systems, and new business models.
• 10% - Apply a thorough understanding of the E-commerce and contact center industries, their seasonality, labor drivers and global business trends/events, and continually monitor competitor/industry developments.
• 10% - Identify and assess value of technology licensing with new vendors to deliver on innovative customer experience features.

Nature & Scope:

• This position reports to Sr. Manager, Strategy & Analytics

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
• 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 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:

• Mastery of all the latest design tools, platforms, and versions of applicable software programs: Mac OS, Adobe Creative Suite (Photoshop, Illustrator, InDesign), iRise and other design tools.
• Understanding of motion design and the strengths and limitations of Flash, AfterEffects, Ajax, Flex, and other emerging platforms.

Preferred Qualifications:

• Previous project leadership experience in a retail environment or advertising agency
• Demonstrated user experience design skills with expert knowledge of current design programs
• Working knowledge of experience design tools irise, viso, axure, omnigraffel,
• Understanding of the capabilities and limitations of HTML, DHTML, CSS, JavaScript
• Understand W3C standards as well as browser-specific bugs and variations, in IE, Mozilla and Safari
• Understanding of browser display differences on different platforms
• Demonstrated experience in designing creative and web pages for e-commerce websites

Knowledge, Skills, Abilities and Competencies:

• Master?s Degree in Business Administration or related field plus 3 years of work experience in lieu of Bachelor?s degree and 5 years of work experience

• 5 years (3 years if with Master's) in financial analysis, product management, or consulting
• Experience in supporting and monitoring large scale, centralized environments responsible for managing people, process and systems across multiple physical or remote sites
• Experience in Live Chat or other multi-use software implementation
• Experience using financial analysis to develop business cases to prioritize product roadmaps
• Ability to use tools such as Excel and Access, along with data mining customer insights from web analytics and click stream
• Experience as a product manager in forecasting, monitoring, understanding and reporting upon product line
• Experience identifying and assessing value of technology licensing with new vendors to deliver on innovative customer experience features
• Knowledge of e-commerce industry, its seasonality and competitive business trends/events
• Experience with cross-collaboration with IT dept., business teams, and user experience/design teams to deliver new customer features and experiences on time and within budget
• Experience managing multiple projects simultaneously across several internal and external stakeholder groups

• Experience in modeling financial forecasts for multiple business units