6 hours

Director, Product Management - Contact Center Capabilities (132728)

Home Depot, Inc.
Atlanta, GA
  • Job Code
Director, Product Management - Contact Center Capabilities - Atlanta GA 30308 Skip Navigation
Job Details

Director, Product Management - Contact Center Capabilities (132728)

GA - Atlanta

  • Date Posted: Sep 13, 2019
  • Company: The Home Depot
  • Travel: 0-25%
  • Functional Area: Marketing
  • Position Type: Full-Time
  • Relocation Provided: No

Position Description:
Are you interested in driving product management excellence for the worlds largest home improvement retailer? Do you aspire to lead others to deliver true value based on customer backed approaches? Does utilizing your entrepreneurial spirit to reinvent the way strategy and customer needs are translated into products feel like your calling?

If you are passionate and seasoned product leader yearning to transform experiences for millions of customers and thousands of passionate associates, we are looking for you to join The Home Depot leadership team as a Director of Product Management.

The Director of Product Management is responsible for delivering business value to drive sales, improve efficiency, and improve customer satisfaction through the production of quality products. Within their designated enterprise product, the Director focuses on delivering value by leading the strategic vision and product roadmap across the customer journey and ensuring all products within their portfolio are aligned to the vision. The Director identifies and connects interdependencies with other products within the customer journey. They support business reviews, communicate the product vision, and present across all levels of the organization. Directors are also responsible for attracting, motivating, coaching and mentoring top product management talent.  Additionally, provides leadership and direction around the maintenance and expansion of the toolset and capabilities used by the day to day operations teams within multiple contact centers. This position will create service solutions that support multiple customer bases and call types while ensuring call quality and maximizing efficiencies. You will build processes, systems and talent that are highly integrated and lead to the achievement of goals and objectives. The position is responsible for driving and maintaining performance and profitability goals and delivering tangible results. In addition, this position is part of the senior leadership team that drives unit performance through development and management of strategies that are tied to outstanding customer service, adherence to quality standards and performance metrics.

30% Strategy & Planning
-Partners with functional and technical leaders to identify and plan capabilities necessary to meet short and long-term business needs
-Develops and executes strategic plans in support of key objectives in a timely and fiscally responsible manner
-Sets the overall product vision and strategies for the enterprise product by gaining a thorough understanding of customer and associate needs, both existing and potential, and using that knowledge to provide Home Depot customers and associates with an unparalleled shopping experience
-Drives growth for the business by applying domain expertise to provide thought leadership and translate vision into action
-Informs and drives strategic alignment between products in order to provide a seamless user experience across the enterprise
-Evaluates research and market analysis, meets with third party vendors, and maintains knowledge of industry innovations and technology platforms to inform the strategy for product
25% Operations
-Understands financial and business impact of proposed product updates and activities within portfolio, prioritizes updates to support the enterprise roadmap, and based on prioritization allocates product funding across the products
-Drives product development by reviewing performance and directing work efforts of product teams to ensure products are aligned with company, stakeholder and end-user priorities
-Identifies goals, metrics and appropriate analytics to measure the performance of the product and its individual features, and continually makes recommendations and refinements to the product based on learnings
-Resolves issues within or across product teams that may impair teams from delivery of a quality product in order to meet strategic, financial, and technical goals
-Provides guidance on design of products while keeping in mind dependencies and integration with other products across the enterprise
-Drives operational excellence to create internal customer satisfaction and meet product metrics while prioritizing customer needs
-Understands and articulates the product value creation and business proposition to teams and functional partners
25% Enablement
-Establishes and refines a highly effective and tactfully executed product management discipline for the associated business domain
-Supports successful delivery of product management practices by advocating for the position of product management as it relates to customer backed design and prioritizing work based on value
-Advocates for the end user and stakeholder by empathizing with and understanding user needs and becoming the domain expert
-Champions business domain and associated product management vision and strategy
-Creates a healthy team culture of happy and productive associates who understand the vision and strategy and are empowered to make the decisions necessary to execute and meet clearly defined and communicated metrics
-Drives innovation with her/his team and empowers them to make decisions
20% People Development
-Shapes and supports product management leaders (direct reports) who can strengthen The Home Depot s product management bench strength, improve upon existing capabilities, and develop others who understand and advocate for product management excellence across the enterprise
-Attracts, retains, develops and motivates product management talent
-Manages and coordinates strategic direction for team
-Provides leadership, mentoring and coaching to direct reports
Reports to General Manager Online Customer Operations & Strategy
This role has 6 direct reports.

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

Typically requires overnight travel 5% to 20% of the time.

Additional Environmental Job Requirements:

Must be eighteen years of age or older.
Must be legally permitted to work in the United States.

Additional Minimum Qualifications:
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:

Preferred Qualifications:
Proficient in leading a successful product team within a fast-paced, multi-division, national company
Proficient in defining, communicating and driving value propositions, success metrics and outcomes
Deep domain expertise in associated business domain
Proficient in shaping, aligning and guiding execution of strategic direction for domain or significant portfolio segment
Proficient in utilizing deep market and industry knowledge to achieve strategic objectives
Ability to concisely, confidently and effectively communicate, advocate for, and demonstrate the value of product management
Proficient in communicating, building influence and developing relationships with functional and technical leaders across all levels in the organization
Proficient in selecting and leading strategic vendor relationships or acting as the primary point of contact for strategic partnerships
Proficient in managing and developing direct reports who lead others

Knowledge, Skills, Abilities and Competencies:
Attracts top talent: Attracting and selecting the best talent to meet current and future business needs
Builds effective teams: Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals
Business Insight: Applying knowledge of business and the marketplace to advance the organization s goals
Collaborates: Building partnerships and working collaboratively with others to meet shared objectives
Courage: Stepping up to address difficult issues, saying what needs to be said
Cultivates Innovation: Creates new and better ways for the organization to be successful
Customer Focus: Builds strong customer relationships and delivering customer-centric solutions
Decision Quality: Making good and timely decisions that keep the organization moving forward
Develops Talent: Develops people to meet both their career goals and the organization s goals
Drives Engagement: Creates a climate where people are motivated to do their best to help the organization achieve its objectives
Drives Results: Consistently achieving results, even under tough circumstances
Drives Vision and Purpose: Painting a compelling picture of the vision and strategy that motivates others to action
Financial Acumen: Interpreting and applying understanding of key financial indicators to make better business decisions
Organizational Savvy: Maneuvering comfortably through complex policy, process, and people-related organizational dynamics
Persuades: Using compelling arguments to gain the support and commitment of others
Plans and Aligns: Planning and prioritizing work to meet commitments aligned with organizational goals
Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations
Strategic Mindset: Seeing ahead to future possibilities and translating them into breakthrough strategies

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.


Posted: 2019-09-15 Expires: 2019-10-15

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Director, Product Management - Contact Center Capabilities (132728)

Home Depot, Inc.
Atlanta, GA

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