3 hours

Manager, Product Management - Customer (116035)

Home Depot, Inc.
Atlanta, GA
  • Job Code
Manager, Product Management - Customer - Atlanta GA 30308 Skip Navigation
Job Details

Manager, Product Management - Customer (116035)

GA - Atlanta

  • Date Posted: Mar 23, 2018
  • Company: The Home Depot
  • Travel: 0-10%
  • Functional Area: Marketing
  • Position Type: Full-Time
  • Relocation Provided: No

Position Description:
Position Purpose:

The Product Manager-Customer is responsible for driving a world class customer master database across digital and physical channels. The Product Manager-Customer will also support in-depth business reviews, present to senior management, and partner with Business, Technology, Design, and Operations teams to deliver a best in class data master for all our customers. The Product Manager must be able to work at the strategic level (generating bold and innovative ideas for growth) and at the tactical level (analyzing data, solving problems, managing a backlog). He or she will help monitor and drive the customer data management strategy to meet the needs of our customers, and our business. The Product Manager should be passionate about the customer, and what is needed to drive improved capture rates, and improved data integrity. Must have proven analytical capability and the ability to multi-task and thrive in a fast paced environment.

Major Tasks, Responsibilities and Key Accountabilities:

  • (20%)Research and Data Analytics: Analyzes customer and business needs to understand the optimal features to drive an improved customer master database that supports all channels. Investigates specific areas of poor data capture, and prioritizes solutions to improve the quality of data intake from our customers Monitors, analyzes, and reports on feature needs, and the benefit each will provide to our customers, and our business. Deep analysis on the current state of customer data, and reporting out the state of our customer master database
  • (30%) Planning and Alignment: Develops a strategic roadmap to execute security, privacy, data integrity, and the needs of customer facing applications to improve capture rate, and customer retention. Proposes strategic and tactical initiatives to improve key capabilities of customer data management. Influences key stakeholders in sales, engineering, UX, design, and operations to obtain buy-in for business cases. Identifies and assesses value of technology licensing with new vendors to deliver innovative customer experience features. Partners with internal and external stakeholders to gain cross-functional support and goal alignment with the strategy and roadmap. Applies a thorough understanding of industry leading multi-channel principles to enable the best mechanisms to collect, store, and retrieve customer information for our clients. Continually monitors competitor and industry developments to forecast capabilities our customers need.
  • (50%) Delivery and Execution: Defines measures of success with business, customer, and technology metrics for process improvements, and provides reporting on key performance indicators of the product. Creates, prioritizes and manages a roadmap & backlog of features, and captures the necessary details required for engineering to build features. Writes user stories & prioritizes feature tradeoffs between business and customer need, as well as added value. Conducts financial analysis to create business case for new opportunities. Determines the business impact of system related issues, and communicates to the appropriate stakeholder groups. Translates research results into usable customer features.

Nature and Scope
Reports to Sr Mgr Product Management
This position has no direct reports

  • Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
  • Typically requires overnight travel 0% to 25% of the time.


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 High School Diploma
Years of Relevant Work Experience: 4 years

Physical 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:
Preferred Qualifications:
  • MBA or Masters preferred
  • 5-7+ years (i.e., technology, ecommerce, consulting)
  • Familiar with consumer behaviors, web marketing, online user experience concepts, practices, agile, business models, and programs
  • Experience with industry leading customer marketing platforms
  • Experience writing complex SQL queries, and knowledge of Big Query, Splunk, and other DB management tools
  • Quantitative and qualitative analytic skills
  • Experience with MS Office (Word, PowerPoint, Excel)
  • Exceptional interpersonal, communication (verbal and written), cross-collaboration, and team skills
  • Experience in agile methodologies including Pivotal, Scrum, & Kanban methodologies
  • Basic understanding of statistics and probability

Knowledge, Skills, Abilities and Competencies:
  • Decision Quality: Makes reasonable and timely decisions under difficult and/or urgent circumstances that address root causes of problems. Gathers and analyzes relevant information from several sources and necessary persons. Builds consensus around recommendations, especially when conflict exists. Assists others in problem solving and decision making. Follows up on results and provides feedback for analysis.
  • Plans & Aligns: Stays focused on plans, but can adapt when changes or unexpected events occur. Aligns own group’s work with the activities of other workgroups across THD. Ensures that plans address the main risks and provide appropriate contingencies. Looks to the future and determines the main resources required to accomplish goals; takes adequate steps to obtain them.
  • Ensures Accountability: Holds self and leaders accountable for setting and meeting agreed upon commitments. Establishes and actively seeks input from formal feedback loops designed to drive accountability. Uses key indicators and processes to monitor the organization's performance against goals.
  • Manages Conflict: Settles differences in opinion involving self and others or other in productive ways with minimal noise. Considers the perspectives of others and approaches objectively, defending own opinion, flexing to another's, or suggesting some combination of both as appropriate.
  • Drives Engagement: Drives to do one's best; encourages others to do so. Makes group members feel as though their contributions are important. Invites input and shares ownership and visibility. Structures work so it aligns with associates' goals and motivators.
  • Collaborates: Partners with others on or across groups or areas as expected. Effectively represents and balances own and collective interests when collaborating others. Credits others for contributions and accomplishments.
  • Customer Focus: Actively stays attuned to customer needs and is sharply focused on the customer; guides others to do so. Consistently delivers expected value to customer; guides others to do so. Identifies gaps between actual and expected service levels; adjusts as necessary to close gaps; guides others to do so. Quickly develops and maintains strong customer relationships
  • Drives Results: Has a track record of exceeding individual and group goals successfully despite obstacles and setbacks. Guides, encourages, and motivates others to drive towards individual and group desired results. Consistently measures against projected results to adjust pace for delivery that meets or exceeds time and resource expectations.
  • Communicates Effectively: Presents information in a clear, concise, honest, and logical manner. Communicates effectively across mediums with peers and those somewhat more senior in business and technical areas. Uses active listening in understanding message content and point of view; clarifies as needed. Takes non-verbal messages into account (i.e. looks of confusion).

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.


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Manager, Product Management - Customer (116035)

Home Depot, Inc.
Atlanta, GA

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Home Depot, Inc.
Atlanta, GA

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