Director, Customer Care

Job Summary

Responsible for leading pilots, initiatives and collateral teams in the development and implementation of strategic plans that will drive business growth and are consistent with overall business unit and company objectives. Oversee training and quality metrics of a multi-site customer care organization. Identify and create training materials to support business objectives. Manage the customer escalation problem resolution team and processes.

Major Tasks, Responsibilities, and Key Accountabilities

• Leads all activities to test and pilot concepts and initiatives that are proposed as part of the annual strategic planning processes. Works with the business leaders to develop and implement pilot programs and other projects that are consistent with financial goals.

• Develops the strategy and creates the training curriculum across multiple customer contact centers. Monitors customer experiences and implements training and programs to improve customer experiences. Develops and manages world class quality assurance aspects of the customer care organization. Leads ongoing cross-functional customer issue escalation team.

• Develops and directs contact center analytics including leveraging sophisticated customer analytics technology including determining the immediate problem resolution and the on-going process improvements for the customer.

• Directs the development of customer and business analytics used in pilot programs including business level P&L modeling.

• Leads cross-functional teams in the implementation of strategic business initiatives to improve growth, profitability and cash which may include new regional and industry-specific sales programs, national new product and new program launches, Business Analytics and various other strategic initiatives. Leads ongoing cross-functional customer issue escalation team.

• Utilizes high-level strategic thinking to solve multi-faceted customer-facing and process quality problems through understanding of fundamental issues throughout the organization at all levels. Identifies and implements best practices based on industry knowledge.

• Manages the performance of direct reports and recognize, train, coach, counsel, and take corrective action when warranted. Determines the growth path and development of the respective teams.

Nature and Scope

• Problems are typically defined by higher level leadership. Problems are difficult. Solutions require analysis and investigation.

• Decides how to achieve planned results within an organization's plans, policies, and guidelines. May set or change plans/goals within respective department or area.

• May manage department via multiple layers of managers OR directly supervise a staff of professional individual contributors at the senior or technical advisor level.

Work Environment

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

• 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.

• Typically requires overnight travel 5% to 20% of the time.

Education and Experience

• Typically requires BS/BA in a related discipline. Generally 9+ years of experience in a related field, including several years in a management/supervisory capacity.

CA, CO, CT, D.C., HI, IL, MA, MD, MN, NJ, NV, NY, OH, RI, VT , WA Job Seekers:

Pay Range

$133,500.00-$207,900.00 Annual

HDS provides the following benefits to all permanent full-time associates:

• Medical (with Prescription drug coverage), dental, and vision plans

• Health care and Dependent Care FSA (as applicable)

• 401(K) with company match

• Paid Holiday, Vacation, Personal Time, and Wellness Day

• Paid Sick Time

• Life and Accidental Death & Dismemberment Insurance

• Short and Long-term Disability Insurance

• Critical Illness Insurance

• Accident Insurance

• Whole Life insurance

• Commuter Benefits

• Tuition Reimbursement

• Employee Assistance Program

• Adoption and Surrogacy Assistance

CA, CO, CT, D.C., HI, IL, MA, MD, MN, NJ, NV, NY, OH, RI, VT and WA law requires the posting of the potential salary range for advertised jobs. Individual base pay is determined based on a variety of elements including market data, experience, skills, internal equity and other factors.

Our Goals for Diversity, Equity, and Inclusion

We are committed to creating a culture that promotes equity, respect, and advocacy for every HD Supply associate. We value the diversity of our people.

Equal Employment Opportunity

HD Supply is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

HD Supply is an Equal Opportunity Minority/Female/Individuals with Disabilities/Protected Veteran and Affirmative Action Employer. HD Supply considers for employment and hires qualified candidates without regard to age, race, religion, color, sex, sexual orientation, gender, gender identity, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law.