14 hours

Manager - eCommerce Digital Operations (128162)

Home Depot, Inc.
Atlanta, GA
  • Job Code
Manager - eCommerce Digital Operations - Atlanta GA 30308 Skip Navigation
Job Details

Manager - eCommerce Digital Operations (128162)

GA - Atlanta

  • Date Posted: Jul 25, 2019
  • Company: The Home Depot
  • Travel: 0-10%
  • Functional Area: E-Commerce
  • Position Type: Full-Time
  • Relocation Provided: Yes

Position Description:

Position Purpose

At HomeDepot.com, our award-winning e-Commerce team is blazing a trail of retail shopping innovation by leveraging cutting-edge technology with our 2,200+ store locations and a relentless focus on customer service. We have been named one of the world's most innovative companies and we are on a mission to provide the best interconnected shopping experience to our consumers. To do so, we need more dreamers, innovators and big thinkers passionate about re-imagining the future of retail. Interested in making history with us? If so, apply today to experience what it’s like to be a part of our HomeDepot.com team. Who knows? Your next big idea may just change the future of retail!

The Manager – eCommerce Digital Operations is part of The Home Depot's (THD) Interconnected Experience team and plays a crucial role in managing multiple functions within online operations.

The purpose of this position is to provide an effective link between Business teams, Merchandizing, Suppliers and Vendors. The Manager will be responsible for managing User Generated Content program, Supervised Learning operations, SKU Velocity operations and transform it to the next level. The Manager is expected to drive high quality authentic Question & Answers, Ratings and Reviews and other UGC contents to the products (SKU), increase the review coverage for the products, also lead the Content operations program within Site Operations to benefit our internal partners like, Data Science, Search and Recommendation teams along with the merchandising teams.

This position requires experience in managing multiple business processes with varying priorities, leveraging appropriate associates and contractor mix to optimize return on investment. The manager is expected to understand and articulate the business value of each functions they are managing and able to create roadmaps and business cases for the associates and contractors to execute.

Major Tasks, Responsibilities & Key Accountabilities:

35% - Build Relationships: Collaborate with Business product management, Vendors, Suppliers, Brand Advocate teams, Voice of the Customer teams to deliver the common online business goals.  Proactively analyze and identify quality risks and develop business cases to address.  Closely work with Merchandising and digital content teams as appropriate to achieve operational efficiency with regular reporting and tracking.

35% - Single Point of Contact for UGC and Content Ops: Be the single point of contact and translate the business needs to execution. Accurately measure the current state of all the programs responsible for and report on Key Performance Indicators (KPIs). Proactively identify opportunities within the programs and evangelize. Continuously identify new opportunities to benefit THD and its online business and execute them. Quickly detect margin loses on the website and mitigate them by quick actions. Work with internal Product, Merchandising, Business Intelligence, Digital Content teams and external vendors closely to operate the UGC and content operations programs.

10% - Communication: Must be able to effectively Communicate to all levels of business and IT leadership.

20% - Customer focused process: Create and implement operational processes to drive optimal customer satisfaction, revenue, throughput and performance.  Define SLAs for issue resolution and ensure they are met

Nature and Scope:

  • Position reports to Sr. Manager, Site Operations

Environmental Job Requirements:

  • Environment: Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
  • Travel: Typically requires overnight travel less than 10% of the time.


Minimum Qualifications:

  • Must be eighteen years of age
  • Must pass the Drug Test
  • Must pass the Background Check
  • Must pass pre-employment tests if applicable
  • Minimum 4 years of relevant experience
  • Experience in working in ecommerce operations

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. 

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. 

Preferred Qualifications:

  • Bachelor’s degree in Computer Science, a related field, or equivalent education required
  • 6 to 8 years of Ecommerce web site operations experience
  • Experience in leading associates and contractors with multiple vendors.
  • Thorough understanding of User Generated Content and Digital Content and their operational principle
  • Understanding of operational principles, such as capacity planning, monitoring and incident handling.
  • Experience working in a matrix organization including Product, Merchandizing, Digital Content and Technology teams.
  • Experience working in an online service or ecommerce environment

Knowledge, Skills, Abilities and Competencies:

  • Strong customer centric focus
  • Self Motivated
  • Strong experience in handling multiple issues with varying priority
  • Influencing without direct authority
  • Ability to see and execute on the need for automation
  • Proven track record of taking ownership and driving meaningful results
  • Exceptional interpersonal, communication, cross-collaboration and team skills
  • Ability to deliver initiatives from conception through completion
  • Street smarts and willingness to roll up your sleeve and do what's necessary


We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.


Posted: 2019-09-15 Expires: 2019-10-15

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Manager - eCommerce Digital Operations (128162)

Home Depot, Inc.
Atlanta, GA

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