29 days old

HDE Divisional Manager Operations

Atlanta, GA 30308
JobTitle: HDE Divisional Manager Operations
Job ID: 347842_en-us
Salary Range: 0.0- 0.0
Job Category: Customer Service
Employment type: Full Time

Position Description:

POSITION PURPOSE -
The Divisional Operations Manager (DOM) is responsible for driving the overall execution of specific business unit goals and management of installation functions and deliverables for a specific region. The DOM is accountable for successful residential home improvement installation of HDE products within specified markets with combined installed revenue of 127M+. The incumbent is accountable for areas of organizational performance including, but not limited to, converting sales revenue to installed revenue through teams within assigned division. This role reports to the Director of Operations and is directly responsible for the customer experience following the point of sale through installation. The DOM operates directly through a team to communicate expectations, ensures department performance outcomes, and drives support of strategies tied to outstanding customer service, adherence to performance metrics and quality standards. The DOM manages internal customer supplier relationships and SLAs with field operations teams for the division he/she supports which includes Division Director, Divisional Installation Managers, Branch Installation Managers, Branch Sales Managers, Field Installation Managers, Installation Managers, and Sales Managers. The individual will ensure optimal staffing levels for seasonal/market cycles to produce consistent and industry leading customer experience. The DOM will lead the Customer Support Center teams to provide support in the areas of training, administration, and customer service. The DOM is responsible for ensuring that results meet/exceed performance standards and metrics related to timely completion of jobs, minimal service issues, ensures profitability and achieving cycle time requirements within specified division. The incumbent will have direct P&L responsibilities and is accountable for areas of organizational performance including, but not limited to, converting sales revenue to installed revenue through employee and contractor teams within various units.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES -

  • Sets department priorities and directly manages Operations Managers toward the achievement of department objectives and goals. Staffs appropriate number of associates to ensure division(s) can achieve revenue goals. Collaborates with Divisional Director(s) in providing oversight to team in partnership with Branch management.
  • Ensures that assigned business unit addresses inbound/outbound communications to the highest professional standards and to the satisfaction of the customer and the Company. Works through direct reports to maintain excellent service level, monitors performance and ensures the business unit’s performance.
  • Effective trainer on new processes and technological improvements; as well as capable of development of training curriculums. Acts as an escalation path to resolve complex customer concerns and periodically conducts real-time call/email or chat monitoring.
  • Conducts coaching with associates in order to enhance service quality and increase productivity and department performance. Evaluates real-time performance and contributes to continuous improvement initiatives by tracking customer issues, identifying patterns and root causes and executing recommended solutions.
  • Responsible for process improvements, training, and development. Promotes ongoing cooperative relationships. Ensures positive working relationships, effective communication, and ensures that associates are equipped with information critical to the success of their roles. Builds and develops an effective, high performing team critical to the success of their roles. Builds and deve

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    Posted: 2020-01-22 Expires: 2020-03-21

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    HDE Divisional Manager Operations

    Home Depot, Inc.
    Atlanta, GA 30308

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