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 realizing successful implementations.
• Act as a cross-functional strategic partner to homedepot.com and enterprise organizations to align program resources and priorities.
• 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 within the team, conduct reviews, and manage performance.

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 think both strategically and tactically, understanding risks and opportunities.
• Demonstrated ability to manage multiple programs across diverse enterprise groups.
• Exceptional interpersonal, communication, cross-collaboration, and team skills.
• Experience in managing and organizing presentations for all levels, including executive leadership.

Nice to Have

• Experience distilling complex and ambiguous business processes, technology, and customer experience opportunities into actionable plans.
• Experience identifying new growth opportunities, customer behavior, and technology trends for application in business.
• Experience applying customer research findings to retail and online environments.
• Familiarity with industry-standard business intelligence and data analytics platforms (e.g., Tableau, SSRS, Teradata, MicroStrategy).
• Knowledge of contact center technologies such as IVR, workforce management, contact quality assurance, voice of the customer, CRM platforms, and live chat management.
• Exposure to e-commerce technologies, principles, processes, and business drivers.
• An advanced degree, such as an MBA, is highly desirable.

Qualifications

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