Manager Technology - Contact Centre

Home Depot

  • Toronto, ON
  • Permanent
  • Full-time
  • 9 days ago
Manager Technology - Contact Centre Job At The Home Depot in Toronto, ON M3C 4H9Manager Technology - Contact Centre Press ENTER to read the content or TAB to skip.1 Concorde Gate, Toronto, ON M3C 4H9Req153092 Full Time CorporateWith a career at The Home Depot, you can be yourself and also be part of something bigger.Position Overview:As a Manager Technology, you will contribute to the products we create, help grow the next generation of talent and help build new technology solutions for the enterprise. This position oversees and directs several teams of associates in the development, implementation and ongoing support of Home Depot's existing and new software applications and hardware platforms. You will work closely with end-user groups to ensure operational stability and that new applications meet the practical needs of the company.Key Responsibilities:Strategy & Planning:
  • Contributes to and makes recommendations for strategic plans in support of key objectives in a timely and fiscally responsible manner
  • Supports and nurtures strategic vendor relationships; recommends ways to influence vendors that align to domain, portfolio, and enterprise strategic objectives
  • Thought Leadership- Evaluates new technologies for adoption across the enterprise
  • Helps to identify and demonstrate emerging technologies for adoption by product teams
Delivery & Execution:
  • Owns and manages key functional areas and tracks the progress of multiple projects on the Home Depot's Contact Centre Technology.
  • Collaborates and partners with other teams to create secure, robust, reliable, scalable software solutions
  • Partner with Business and technology teams to build Functional and Technology roadmap projects using agile scrum methodology
  • Documents, reviews and ensures that all quality and change control standards are met
  • Project management and administration that include work plans, projects, resource planning, status reports, and preparing annual budgets.
  • Works with vendors and partners for the successful implementation of applications and platforms
  • Responsible to build dashboards, logging, alerting, and responses to ensure that issues are captured and addressed proactively
  • Resolves information services problems by analyzing issues, discerning the most appropriate courses of action, providing tactical direction and, when necessary, re-allocating resources
  • Communicates status of activities with the senior management, business partners, peers and end users.
Support & Enablement:
  • Responds to inquiries from business stakeholders, technology teams, product teams, and support functions, ensuring clear communication and alignment across all groups.
  • Monitors tools and participates in conversations to encourage collaboration across product teams
  • Proactively builds foundational knowledge of emerging technologies and industry best practices by engaging with diverse learning resources such as articles, tutorials, videos, and thought leadership content from leading technology organizations.
  • Provides application support for software running in production
People Leadership:
  • Provides leadership, mentoring, and coaching to team members and other technology associates
  • Attracts, develops, and retains top technical talent to build and sustain high-performing, world-class software development teams
  • Conduct 1:1 meetings with Associates.
  • Conducts Regular PACE/performance reviews, including reviewing individual development plans
  • Fosters collaboration with team members to drive consistency across product teams, and finds opportunities to expose associates to career interests
  • Guides team members in strategy, alignment, analysis, and execution tasks within and across cross functional teams
  • Participates in and contributes to learning activities around modern software design and development core practices (communities of practice)
Skills:
  • Experience with project delivery for large, cross-functional projects with large-scale systems of world-class availability, scalability, and performance requirements.
  • Excellent communication skills, including, presentation, facilitation and writing skills.
  • Excellent stakeholders and vendor management skills.
  • Strong business and financial analysis skills
  • Broad working knowledge on call centre technology including CRM (Salesforce Service Cloud), Telephony (Genesys, AWS Amazon Connect, Avaya), IVR, quality monitoring tools, Chat bots, RPA, etc.
  • Excellent organizational and large-scale projects management skills.
  • Experience in operating autonomously across multiple teams, demonstrated critical thinking
  • Proficient in hiring, managing and growing team members in a professional setting
  • Proficient in prioritizing and balancing workloads across multiple team member
  • Experience in conducting regular performance evaluations and provide feedback.
Minimum Education:
  • A bachelor's degree in computer science or equivalent work experience.
Minimum Years of Work Experience:
  • 6-8 Years of Relevant Work Experience, including experience managing cross functional software development initiatives
Minimum Leadership Experience:
  • 3-5 year Relevant experience leading large teams
Other Requirements/Assets:
  • Experience with Cloud technologies, Micro services, GBQ is an asset
  • Experience operating independently across multiple teams, demonstrated critical thinking
  • Experience establishing work relationships across multi-disciplinary teams and drive results with multiple partners in different time zones.
  • Highly preferred technology experience of applications in any big box retail organization.
  • Software development background is preferred.
  • Experience working with senior leaders to drive business decisions and deliver projects
  • Previous experience defining SLAs and performance matrix for the team, and regularly monitoring and mentoring them to achieve those with high quality standards.

Home Depot