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Home Depot Manager, Loyalty Operations in Atlanta, Georgia

Position Purpose : The Manager, Customer Program Operations will be responsible for the activation and implementation of The Home Depot’s Pro Xtra Loyalty Program in stores, call centers, and with outside sales. The role will develop and deliver all associate training and communications to ensure program understanding and to ultimately drive adoption with customers through the associate. This role will ensure benefits are delivered to members consistently and in compliance with program terms, it will also be responsible for ongoing program servicing and will support tracking and resolution of associate questions. The Manager, Customer Program Operations will also act as the advocate for associates using program tools and communication materials and will identify ways to increase tool usage and reduce associate confusion or friction points. This role will work with cross-functional partners, primarily Loyalty Strategy, Loyalty Product, Loyalty Marketing, Pro Operations, and Store Operations to launch and execute Customer Programs.

Major Tasks, Responsibilities and Key Accountabilities:

  • Analyze the fundamental components of problems and communicate the correct course of action to the team and the resolution to the field.

  • Develop and implement changes that improve overall store operations processes that are likely to add value to the stores' bottom line. Manage/drive core store operations projects and/or process improvements.

  • Manage day to day processes related to their areas of responsibility. Create and maintain project work plans.

  • Manage issues and roadblocks that arise related to their area of responsibility. Respond proactively to unanticipated store needs arising out of a variety of inputs. Manage action steps necessary for successful execution of both strategic projects/initiatives and process improvement.

  • Communicate effectively and build strong, effective partnerships with call centers/field/stores and throughout The Home Depot.

  • Prepare and deliver high-level insights and recommendations based on multiple analyses of industry/ business, competitive landscape, consumer data for area of expertise.

  • Provide guidance and training specific to area of expertise. Assist in collaborating findings from data and making verbal/written recommendations. Demonstrate proficiency/understanding of specific processes.

  • Maintain knowledge base regarding specific operations and processes within store operations

  • Responsible for appropriate selection, terminations, performance appraisal and professional development of support team (Business Analysts).

Nature and Scope :

Reports to Senior Manager, Customer Loyalty Operations

Indirect reports typically include 2-5 Business Analysts.

Typically requires frequent persuasion or influencing of others.

Usually assigns and reviews work of others.

Typically analyzes situations for process improvement.

Typically considers among many different options or procedures when solving problems.

Typically, once given general assignments, determines priorities and defines what should be done and how to do it.

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

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

Preferred Qualifications :

  • Deep knowledge of operational processes

  • Proficiency in leading by influencing others

  • Strong communication and strategic decision-making skills

  • Previous retail and/or e-commerce experience at a national-level

  • Previous customer program experience

Knowledge, Skills, Abilities and Competencies:

  • Strong business, functional and/or store knowledge for their area of responsibility Leadership and management experience preferred

  • Strong operations, retail and/or field experience required

  • Ability to partner/communicate well with the field/stores

  • High sense of urgency in responding to field needs

  • Strong big picture; strategic thinking skills

  • Strong quantitative skills such as statistics and data analysis

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.