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Dir., Analysis and Support in Hoffman Estates, IL at Sears Holdings Corporation

Date Posted: 1/21/2019

Job Snapshot

Job Description

Req/Job ID: 963360BR
Employing Entity: Sears Holdings Management Corporation
Employment Category: Regular, Full-time
Job Function: Analytics
Store ID: 58490: Sears Roebuck & Co.

The Dir, Analysis and Support works with various Home Services Business Units to improve overall product quality, installation and serviceability

of Sears' consumer products by proving tools and reporting to category owners. This position interfaces with the various operational

areas in Home Services to minimize product quality and service expense by providing reporting, analysis, and tools that help the associates' understanding,

This position is responsible for definition of product quality metrics and reporting of critical KPIs related to product quality

Job Requirements


• Directs team of off-shore analysts

. Directs team of business analysts to create reporting tools usable by all Home Services associates to reduce costs related to product quality

and process issues

• Innovates new reporting solutions that help automate current Engineering Data and reporting needs to create a more efficient base

for the engineering teams

• Manages the analysis of service call data, consumer and associate feedback, product returns and other sources of information to

identify and resolve the causes of product quality and return expenses

• Leads the transition from current SWA and web reporting studio platforms to the QMS tool of the future, including full project

responsibility for delivery of a cost effective, superior platform that will increase the core abilities of the Engineering Team

• Manages the analysis of product returns, service call data and other sources of information in order to define system and tooling

solutions to improve the ability of delivery and installation associates to identify Home Environment issues that will impact product


• Coordinates interdepartmental relationships with other analytics teams to further expand capability, linked tables and resource

pool. i.e. Retail Services, Delivery, Online etc...

• Oversees the definition and maintenance of key product quality metrics and corresponding tools including Damage and Returns

• Manages critical Product Quality systems such as SAS Warranty Analysis (SWA) including relationship with IT to maintain


• Works with various Business Units within SHC to assist in analysis of critical quality metrics. Provides reporting systems and tools

to allow for all associates to identify issues and recognize progress.

• Owns the SSI program to include calculation methodology, forecasting, data pull, vendor negotiation, and continuous improvement

for billing vendor penalty payments based on quality targets

• Performs supervisory functions, including but not limited to, making employment decisions regarding hiring, promoting, demoting

and terminating, conducting performance appraisals and coaching and developing associates


• Bachelors Degree

• 5-10 years of related experience

• 18 years of age or older


• Deep knowledge of Analytical landscape to include tools, programming language, dashboarding, statistics, etc

• Ability to translate operational needs into software solutions.

• Fundamental knowledge of quality philosophies, principles, systems, methods, tools, standards, organizational and team

dynamics, customer expectations and satisfaction, supplier relations and performance, leadership, training, interpersonal

relationships, improvement systems and professional ethics

• Ability to develop and implement quality programs, including tracking, analyzing, reporting and problem solving

• Ability to plan, control and assure product and process quality are in accordance with quality principles, which includes planning

processes, material control and acceptance sampling and measurement systems

• Advanced knowledge of reliability, maintainability and risk management, including key terms and definitions, modeling, systems

design, assessment tools and report