20 days old


Houston, TX 77024
Job ID: 363923_en-us
Salary Range: null- null
Job Category: E-Commerce
Employment type: Full Time

Position Description:

Position Purpose
The GC Director Operations position leads, develops, and directs Customer
Engagement Center Sales and Customer Service activity and channels of
distribution including Sales and Customer Service, Live Chat, E-mail, Customer
Experience (CX) and Analytics to increase our customer visibility and provide an
extraordinary customer experience.

Major Tasks, Responsibilities and Key Accountabilities
30% - Drive CEC LLTV & Profit Margin: Developing and executing on sales and
customer service plans to drive LTV and leverage revenue and profit margin.
30% - Enterprise Collaboration: Working across the enterprise in order to maximize
resource allocation and capacity in the areas of Finance, Business Intelligence and
Customer Experience (CX).
15% - CEC Growth Initiatives: Championing the development of alternative forms of
sales and service improvement through projects like the Design Assistant Program
and Tier 1 support calls in service.
15% - Drive Customer Experience (CX): Championing the Customer Experience
model and leading the sales and service organization to an understanding of their
role and value in delivering the Blinds.com experience (Right Solution, Ease of
Doing Business and Extraordinary Experience).
10% - Training & Development: Creating and developing training, coaching, and
skill development programs and processes that move the organization towards
mastery while improving efficiency and effectiveness of the organization and easily
scales in accordance with growth.

Nature and Scope
This position reports to the GC Sr Director of Operations.
This position has up to 7 direct reports.

Environmental Job Requirements
1. 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 - 10

Physical Job Requirements - Most of the time is spent sitting in a
comfortable position and there is
frequent opportunity to move about. On
rare occasions there may be a need to
move or lift light articles.


Posted: 2020-11-05 Expires: 2020-12-11

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Home Depot, Inc.
Houston, TX 77024

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