HDMS DIVISION OPERATIONS MANAGER - OAK PARK

POSITION PURPOSE
The qualified candidate for the Division Operation Manager (DOM) position can reside anywhere in the US; within close proximity to a major airport. This position will support the Western Division for Home Depot Measurement Services.  

The Division Operation Manager (DOM) leads a field team of salaried and hourly associates to timely and effectively perform flooring measures in support of the retail divisions flooring sales and customer experience goals. The DOM s primary responsibilities include but are not limited to, effectively leading the field management team, providing strategic vision, timely execution of customer measures, managing capacity of the field work force, and ensuring compliance with all regulations and requirements while finding solutions for customers as it relates to Home Depot Measurement Services. Responsible for assisting in the recruitment, retention, and performance management of all salaried and hourly field associates within the respective division. Required to demonstrate excellent communication skills and connect regularly with the store regional services Managers (RSMs) / district services mangers (DSMs) and other business partners to drive HDMS awareness and processes. May act as an interface with store personnel, installers, and customers.

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES

• 20%- Drive product quality and customer service through effective execution of field operations and management of the field managers. Drive store connectivity and issue resolution for customers & business partners. Work with service providers & other business partners on proper and quick resolution of programs and install issues. 

• 20%- Develops & maintains professional customer, store and business collaborates relationships to drive store connectivity. Communicates regularly with the RSMs / DSMs to drive HDMS awareness, enagament & processes. Provide immediate feedback to service providers to improve and enhance overall field performance.

• 20%- Development, coaching and training of field staff, training staff on current & new programs and/or processes to help improve services awareness and customer service. Perform consistent monthly quality reviews with direct reports to elevate customer service levels, increase productivity and promote the development of their team. 

• 20%- Coaches HDMS Field Leaders and Measurement Techs on current processes, financial performance, and Home Depot SOPs. Responsible to work with Service Providers on proper and quick resolution of program & install specification issues, Recruitment, retention, and performance management of Market Managers within Division. 

• 20%- Provide strategic vision; create & execute new programs and/or processes to advance the business, improve service awareness & enhance the customer experience. . Identify & escalate potential program gaps or issues by engaging in store walks & developing action plans for under performing markets. Ensure swift resolution.

NATURE AND SCOPE

• This position reports to the Market Managers. 
• This position has 5-10 direct reports.

ENVIRONMENTAL JOB REQUIREMENTS

Environment:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Travel:

• Typically requires overnight travel 20% to 50% 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: 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.

Preferred Qualifications:
Previous customer service or retail experience is preferred

Knowledge, Skills, Abilities and Competencies:

• Skilled at consistently providing outstanding customer service, following through on responsibilities to customers and recovering from any errors made. 
• Demonstrated ability to complete projects and assignments accurately, catching errors before completion, despite a large workload, competing demands and a fast paced environment. 
• Demonstrated ability to effectively communicate with customers. 
• Ability to set priorities, plan and coordinate work activities and obtain and manager resources so that work objectives are accomplished on time. 
• Proven ability to drive strategy through input, delivery and implementation of directives. 
• Experience with managing a sales and/or project team 
• Strong analytical skills