Position Purpose:

The Contact Center Manager -Virtual Apron (Kitchen Design) provides leadership to a dynamic team of kitchen design professionals, including multiple supervisors and associates, within a high-volume retail contact center environment. This role is responsible for driving operational excellence, associate engagement, talent development, and delivering an exceptional customer experience tailored to kitchen design and remodeling services.

This leader will oversee day-to-day operations of the kitchen design contact center, ensuring alignment with company goals and customer expectations. They will manage staffing, scheduling, and performance metrics while fostering a culture of creativity, collaboration, and customer-first service. The manager will also be accountable for driving sales performance, maintaining design quality standards, and ensuring compliance with operational procedures.

Key responsibilities include:

• Leading and developing a team of kitchen design supervisors and associates to achieve performance goals and deliver outstanding customer service.

• Driving operational improvements and service enhancements specifically to kitchen design consultations, project execution, and customer satisfaction.

• Managing staffing levels, workflow, and resource allocation to meet customer demand and business objectives.

• Monitoring and improving key performance indicators (KPIs) such as design accuracy, project timelines, customer satisfaction scores, and sales conversion rates.

• Collaborating with cross-functional teams to implement process improvements, technology enhancements, and training initiatives.

• Acting as the primary point of contact for escalations and strategic initiatives in the absence of the Senior Manager.

This role requires a strong leader with a background in retail operations, team management, and preferably experience in kitchen or home design services. The ideal candidate will be customer-focused, results-driven, and passionate about developing talent and delivering high-quality design solutions.

What Is Virtual Apron?

The Virtual Apron is an innovative, multi-team organization within Home Depot that specializes in supporting both online and in-store customers with their project needs. Virtual Apron associates are experts across a wide range of areas like flooring, millwork, design, and installation services, helping customers and store teams navigate both simple and complex orders. By leveraging their deep product and process expertise, the Virtual Apron empowers store associates and delivers consistent, high-quality customer experiences remotely.

Key Responsibilities:

• 20% – Customer Focus – Maintain and report on service level standards; Provide actionable insight to business partners and Contact Center leadership on customer trends and opportunities to drive lead improvement.  Optimizes diverse talent through a demonstrated commitment to equal employment opportunity.

• 10% – Develops Talent – Responsible for appropriate selection, termination, performance management, and professional development of staff.

• 25% – Drive Engagement – Provide effective leadership, associate development and engagement, and lead a team that drives Contact Center performance towards achievement of quality standards and performance metrics; Ensure priorities align with objectives and goals.

• 25% – Ensures Accountability – Aggressively identify and address performance deficiencies by developing and executing performance improvement plans, training and coaching strategies.

• 20% – Plans & Aligns – Analyze data to identify and implement process improvements which seek to increase associate efficiency and effectiveness; This may involve project work and technology improvements.

Direct Manager/Direct Reports:

• This position reports to the Contact Center Sr. Manager

• This position has 3+ direct reports

Travel Requirements:

• No travel required.

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.

Working Conditions:

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

Minimum Qualifications:

• Must be 18 years of age or older.

• Must be legally permitted to work in the United States.

Preferred Qualifications:

• Working knowledge of 20/20 Design software

• Working knowledge of Microsoft Office Suite

• Working knowledge of Tableau

• Working knowledge of presentation software (e.g., Microsoft PowerPoint)

• Demonstrated ability to collaborate and work effectively with cross-functional teams

• Demonstrated project management skills

• Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers

• Excellent written and verbal communication skills

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred Education:

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Minimum Years of Work Experience:

• 2

Preferred Years of Work Experience:

• 2

Minimum Leadership Experience:

• 2+ years of previous leadership experience

Preferred Leadership Experience:

• 2+ years of previous leadership experience

Certifications:

• None

Competencies:

• Decision Quality

• Collaborates

• Drives Engagement

• Ensures Accountability

• Plans and Aligns

• Communicates Effectively

• Customer Focus

• Develops Talent

• Drives Results

• Manages Conflict