Senior Manager, Customer Care

at  The Home Depot Canada

Position Purpose:
The Senior Manager, Customer Care leads all operational activities and the overall strategic direction of Customer Care for the Canadian division. The individual is responsible for leading an in-house team of associates which includes the Executive Escalations team.
The Senior Manager, Customer Care is responsible for delivering consistently effective Customer Care results through hiring, organizational leadership, implementation of Customer Care strategies and tactics, skill development and continuous process improvement that aligns with organization objectives. This individual will need to apply his/her strategic abilities to plan and manage current business activity in order to spearhead division-wide Customer Care improvement initiatives.
The individual is also responsible for driving continuous improvement of processes and results, this includes partnering with other cross functional partners and other business leaders to identify and resolve business issues that impact customer satisfaction on a division-wide scale.

Position Responsibilities:

• Lead a team of associates and leaders to drive resolution of escalations in a resourceful and timely manner. Interact with customers on escalations where needed and represent the Home Depot brand. Identify, mitigate, minimize, and manage risks vs. rewards.
• Lead the divisional efforts in building out a long-term contact centre customer care strategy including scalability and growth plans.
• Develop associates and leadership on the team, communicate thoroughly, set expectations, follow- up to ensure success, conduct business reviews and hold team accountable for commitments and success criteria. Inspire achievement through reward, recognition and growth opportunities.
• Work closely with our internal partners and outsourced vendors to develop sustainable processes ensuring customers are FIRST in the Resolution Process. Incorporate and develop processes for Store Managers and District Managers to be included in the resolution process.
• Work closely with outsourced vendors to ensure processes align to The Home Depot’s expectations, standards and core values.
• Ensure Voice of the Customer goals and the customer experience expectations are exceeded, with the highest quality of interaction and performance met. Promote speed and accuracy of organizational efforts.
• Define escalation standards across contact center operations
• Own divisional trends & opportunities including reporting & KPI’s, drawing insights across all areas to drive value to the business and customers.
• Maintain and develop pertinent operations statistics, financial management, information and results reporting. Responsible for data reporting to business units and present results in many forums, must be masterful at communicating and getting points across.
• Participate in strategic initiatives to enable the department to continue to meet/exceed growth objectives. Consider new strategic reviews or considerations e.g. work from home, new systems, other SPP asks.
• Establish and implement short- and long-term strategies to deliver services to customers within reasonable schedules and budgets.

Experience/Knowledge Required:

• Must fulfill minimum time-in-position (1 year) and performance management code requirements (‘M+’)
• 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 and/or strong related experience in business and retail.
• Experience in call center operations is considered an asset. Proven ability to achieve world-class customer care results with history of achievement.
• Excellent listening and communication skills: verbal, written, analytical.
• Strong negotiating and conflict management skills.
• Strong leadership and interpersonal skills with excellent customer focus.
• Able to create and prepare presentations for a variety of audiences.
• Demonstrated organizational/time management skills.
• Ability to resolve problems and face situations that are unstructured and require original approaches.
• Excellent analytical skills, including demonstrated aptitude with financial analysis and ability to generate insight from large and complex data sets
• Software skills- Excel, Tableau an asset
• Some travel will be required (less than 5%)

• Lead a team of associates and leaders to drive resolution of escalations in a resourceful and timely manner. Interact with customers on escalations where needed and represent the Home Depot brand. Identify, mitigate, minimize, and manage risks vs. rewards.
• Lead the divisional efforts in building out a long-term contact centre customer care strategy including scalability and growth plans.
• Develop associates and leadership on the team, communicate thoroughly, set expectations, follow- up to ensure success, conduct business reviews and hold team accountable for commitments and success criteria. Inspire achievement through reward, recognition and growth opportunities.
• Work closely with our internal partners and outsourced vendors to develop sustainable processes ensuring customers are FIRST in the Resolution Process. Incorporate and develop processes for Store Managers and District Managers to be included in the resolution process.
• Work closely with outsourced vendors to ensure processes align to The Home Depot’s expectations, standards and core values.
• Ensure Voice of the Customer goals and the customer experience expectations are exceeded, with the highest quality of interaction and performance met. Promote speed and accuracy of organizational efforts.
• Define escalation standards across contact center operations
• Own divisional trends & opportunities including reporting & KPI’s, drawing insights across all areas to drive value to the business and customers.
• Maintain and develop pertinent operations statistics, financial management, information and results reporting. Responsible for data reporting to business units and present results in many forums, must be masterful at communicating and getting points across.
• Participate in strategic initiatives to enable the department to continue to meet/exceed growth objectives. Consider new strategic reviews or considerations e.g. work from home, new systems, other SPP asks.
• Establish and implement short- and long-term strategies to deliver services to customers within reasonable schedules and budgets