The Director of Visual Merchandising is responsible for the design and implementation of visual merchandising strategies inside The Home Depot stores. The Director is responsible for supporting and providing thought leadership in a visual merchandising capacity for their assigned merchandising departments and to partner closely with senior leaders in The Home Depot's merchandising organization. In addition to being thoughtful about the desired in-store experience, the Director will be directly responsible for bringing together a high-performing team to leverage available resources (both internal and external) to create value in an In-Store Experience capacity. This role is also responsible for balancing art and science. This means data analytics, customer insights, and analysis of the market landscape need to be taken into account when developing the in-store merchandising experiences.

The Director- Online Contact Center provides leadership and drives unit performance through development and management of strategies that are tied to outstanding customer service, adherence to quality standards and performance metrics. Additionally, the role has responsibility for providing leadership and direction for the day to day operations within a contact center and will create service solutions that support multiple customer bases and call types while ensuring call quality and maximizing efficiencies. The contact center director will build processes, systems and talent that are highly integrated and lead to the achievement of goals and objectives.-Develop and implement long term and short term business plans optimizing internal resources for maximum efficiency, revenue growth and improved customer experience.-Analyze current state and implement solutions that empower associates to solve customer issues impacting productivity and first contact resolution.-Build and lead a large customer centric organization with capable leaders and engaged agents delivering world class customer service. Lead, direct and motivate teams to attain performance metrics, develop skills and manage attrition.-Communicate broadly across the organization to ensure alignment of goals and awareness of programs against goals and company initiatives. Create and execute plans for new product and process roll-outs.-Provide actionable insight to business partners on customer trends and opportunities to drive customer satisfaction through site improvements.-Maintain and report on service level standards and manage contact center operations within budget.

-Direct Workforce Management team in all aspects of Workforce Management including forecasting, capacity planning, scheduling and real-time management for over 2,000 agents across multiple sites and lines of business.-Forecast workload and schedule resources to ensure the ability to meet business goals while maintaining cost-effective staffing models for over $75M in expense.-Provide long-term staffing strategy and forecasts for 3rd party outsource provider.-Build and maintain solid relationships between the Workforce Management team and Operations at all levels in business units that the group supports.-Responsible for monitoring processes and reporting to ensure staffing goals are accurate and facilitating real-time communication and adjustments with the Operations team to optimize schedule adherence, occupancy, service level and overall efficiencies.-Develop short and long term strategies for our online chat program, resulting in over $275M in revenue.

-Design and develop programs and processes to reduce shrink exposure and improve operational efficiencies.-Develop and implement changes that improve overall store shrink/swell and profit processes that are likely to add value to the stores' bottom line.-Manage action steps necessary for the successful execution of both strategic projects/initiatives and process improvement.-Manage the execution of the Merchandising, Operations, Shrink Task Force and Programs/Communications roles within the Asset Protection Store Operations organization.-Use diverse problem-solving methodologies to understand the fundamental parts of problems and communicate developed solutions effectively.-Maximize profit through cross-functional identification and resolution of opportunities related to inventory accuracy.-Manage and oversee $40M P&L portfolio.

-Partner cross-functionally to drive positive change within The Home Depot organization.-Provide quality learning and awareness to business partners to constantly promote and drive improved profit performance through reduction in theft/fraud and asset protection exposure.-Manage/drive core Store Operations projects focusing on systems integration or process improvements to mitigate impact to shrink.-Successfully integrate with Store Operations to ensure proactive approaches for shrink, theft and fraud reduction are taken within the development of new Company initiatives.

-Use strategic thinking to identify, develop and implement new and effective processes and programs that reduce the company's exposure to shrink through increased learning and development of field associates.-Serve on cross-functional teams to roll out new programs to the field including new business initiatives, processes and policies.-Work with other communications colleagues and creative teams to implement projects using multiple communication vehicles.-Evaluate and assess existing communications vehicles and explore new and state-of-the-art methods to determine the most effective and efficient methods to deliver and reinforce strategic messages.-Support business needs by managing access to web-based tools to help deliver field content.

 Conduct and review training needs analysis to determine the impact for changing training desires for both development and delivery. Work with clients to determine their training needs. Participate in the planning, conducting and reviewing of any training within the department and help to assess training effectiveness. Drive curriculum, develop and manage the application of standard procedures, best practices and common deliverable formats, templates and processes which drive the creation and distribution of training courses. Use strategic thinking to identify, develop and implement new and effective processes and programs that will reduce the company’s exposure to shrink through increased learning and development of field associates. Serve on cross-functional teams to roll out new programs to the field including new business initiatives, processes and policies.

Evaluate operational processes for areas of opportunity. Review and analyze District and store shrink and safety performance. Investigate unsafe incidents of theft and fraud. Obtain all information available surrounding the event in question; partner with appropriate associate level to gain information; uncover pertinent information, data, and images; notify business partners and superiors when required.Determine specific store Safety and Shrink needs and partner with District Managers on the action plans. Advise and counsel Store Managers, District Managers, and Human Resource Managers on the appropriate execution of the Safety and Shrink Policy.Conduct operational and regulatory-compliance audits and perform regular follow-up walks of identified deficient areas. Review the progress related to the timely execution of the game plans and partner with the District Manager to address leadership and performance issues.

Develops and ensure effective partnerships among Loss Prevention, District Management, Store Management, and Human Resources to reduce loss.Responsible for the Loss Prevention Department operational accountability, theft, fraud and the Loss Prevention Team.Investigate, detain and interview persons apprehended for shoplifting and internal theft in accordance with local laws and company procedures.Recruit, select, hire, develop and retain hourly Loss Prevention Associates.Provide direct supervision for hourly Loss Prevention Associates in accordance with the Loss Prevention Department Team Plan and company directives.Independently analyze store data to expose internal fraud and/or operational issues that may cause shrink.Proactively resolve audit discrepancies and address store vulnerabilities.Create associate awareness for shrink issues related to internal and external theft, operational deficiencies and physical security.

Responsible for creating a safe, secure environment for guests and team members through work on shortage control, safeness, theft and fraud control.Recruit, train and develop store Assets Protection Team.Prevent, detect and resolve store based theft and fraud.Respond to and guide store based teams through crisis situations.Build liaisons with store leadership and law enforcement.Educate store based teams on the proper steps and disciplines to prevent, detect and resolve store based theft and fraud.

Analyze criminal intelligence and resources to focus investigative efforts to identify and resolve financial risk related to theft and fraud.Develop and implement investigative plans and tactics that effectively address the market’s financial risk.Gather evidence to support criminal prosecution and civil remedy of identified criminal activity.Present cases to Law Enforcement, Prosecution authority and/or Human Resources for adjudication.Recruit, train and develop store Assets Protection Team.Promote a safe environment for all store based guests and team members.