SR MANAGER STRATEGY AND ANALYTICS - CX

About the Role

Key Responsibilities

• Lead team in developing and maintaining mid to long-range strategic road maps, creating business cases, conducting competitive analyses, and driving program alignment from inception to implementation.
• Support the annual strategic planning process.
• Translate strategic vision and road maps into executable programs and lead the team in successful implementations.
• Act as a cross-functional strategic partner to align program resources and priorities across homedepot.com and enterprise organizations.
• Own the contact center data infrastructure, reporting development resources, and manage ad-hoc analysis, scorecards, and KPI generation processes.
• Support the broader online team with data, reporting, and analysis.
• Develop and present to senior leadership, cross-functional groups, and associates in support of strategic initiatives and KPI readouts.
• Communicate effectively as a leader to develop talent, conduct regular meetings, and manage performance reviews.

Requirements

• Must be eighteen years of age or older and legally permitted to work in the United States.
• Minimum of 5 years of work experience.
• Ability to distill complex and ambiguous business processes, technology, and customer experience opportunities into actionable plans.
• Experience in identifying growth opportunities, customer behavior, and technology trends for application in business.
• Experience applying customer research findings to retail and online environments.
• Familiarity with large data set capture and aggregation, and industry-standard BI and data analytics platforms such as Tableau, SSRS, Teradata, MicroStrategy.
• Knowledge of contact center technologies including IVR, workforce management, quality assurance, voice of the customer, CRM platforms, and live chat management.
• Understanding of e-commerce principles, processes, and business drivers.
• Bachelor’s degree or equivalent in a related field.

Nice to Have

• Experience distilling complex and ambiguous business, technology, and customer experience opportunities into actionable plans.
• Experience in evaluating new growth opportunities and technology trends.
• Advanced degree such as an MBA.
• Familiarity with contact center concepts and technologies.
• Experience with customer research in retail or online environments.

Qualifications

• Bachelor’s degree or equivalent in a related field.

Benefits & Perks

• Not specified in the description.