Manager, Order Experience

2 weeks ago

Scarborough, Canada The Home Depot Canada Full time

**Position Purpose**

The Manager, Operations Support will direct the operational strategy, implementation, and administration of the order management team for homedepot.ca. The individual chosen will be tasked with analyzing Operations team performance to identify opportunities to increase operational efficiency as it relates to HomeDepot.ca customer orders. They will be responsible for driving and maintaining elevated performance and profitability through execution of projects in the areas of productivity enhancements and process improvement efforts. This position will partner with cross functional leaders, Managers, Vendors, Service Providers as well as other leaders throughout the organization. This position will be required to achieve key operations goals and objectives.

**Responsibilities**:

- Lead a team of associates who will analyze data to identify and implement process improvements which seek to increase team/online efficiency and effectiveness.
- Prepare and deliver high level insights and recommendations based on multiple analyses of industry/business, competitive landscape and consumer data.
- Direct and approve the development and implementation of new and existing order management processes.
- Identify all areas of concerns and performance deficiencies as it pertains to the execution of online orders. Present solutions and improvement plans, provide project requirements, perform UAT and follow up with stakeholders to ensure issues are corrected within designated time frames.
- Participate as a key stakeholder in the operational planning processes and help determine project alignment with the company objectives.
- Drive operations towards achievement of quality standards with respect to order management metrics. Ensure priorities align with company objectives and goals.
- Ensure operational consistency and execution across all order types
- Manage necessary steps for the successful execution of both strategic projects/initiatives and process improvement
- Subject matter expert for Operations team tools, processes, performance metrics
- Define, develop, monitor and provide metrics & analysis for Operations team functions including but not limited to daily sales, cancellations, returns, credits, claims, VOC, etc.
- Make recommendations to enhance the customer experience and improve metrics
- Identify patterns and trends relating to order management and customer service issues and raise these to the ecommerce BAs and/or IT for further investigation

**Experience / Knowledge Required**:

- The knowledge, skills and abilities, typically acquired through the completion of a University Bachelor’s Degree
- 1+ years call centre leadership and customer service experience
- Customer service experience required, preferably in a retail environment and/or experience with The Home Depot Installation Services programs
- Experience in process management and driving performance against metrics
- Strong problem solving and analytical skills and the ability to work independently are essential for this function
- Strong business acumen in operations and process improvement
- Practical understanding of customer service/order entry systems and proficient PC skills in Word, Excel & PowerPoint required
- Experience with SAP ERP a definite asset
- Ability to take ownership of and participate in user acceptance testing and quality assurance, by understanding and ensuring business requirements, test scenarios and implementation requirements.
- Excellent verbal and written communication skills.

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