Manager, Business Intelligence & Analytics in HOFFMAN EST, IL at Sears Home Services

Date Posted: 10/7/2020

Job Snapshot

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Job Description

Req/Job ID: 999650BR
Employing Entity: Transform SR Holding Management LLC
Employment Category: Regular, Full-time
Job Function: Analytics
Store ID: 58490: Sears Roebuck & Co.

Responsible for proposing and implementing recommendations that will be used to drive improvements to reduce the Total Cost of Quality Expense for products serviced by Sears Home Services, which is between $250M and $300M.

The Manager, Business Intelligence & Analytics responsible for managing the activities associated with gathering and analyzing product data, including identifying issues, forming hypotheses, and synthesizing conclusions into recommendations. This position performs data queries and statistical analysis, including maintaining standard, scorecard reporting, and generating ad hoc reports in various formats and media (printed, electronic, online), and assists end users in interpreting the results. The Engineering Services expert for statistical analysis and reporting by supporting and assisting the product engineers with the integration and automation of data, analytics, and metrics in collaboration with Information Technology. Additionally, this position analyzes complex data and data relationships while being able to design and prototype complex, multi-dimensional reports. This role will work with business partners inside and outside of Sears Holdings to create new Engineering Services products driven by analysis of data.

Job Requirements

Job Duties/Responsibilities:
• Works with Product Engineers by performing and assisting in the analysis of various sources of data to define product quality issues (Warranty Expenses and Protection Agreement Expenses) that impact the consumer's satisfaction of the product purchased through Sears. Ensures that audiences of the various tools are properly trained on critical systems.
• Manages the Source Availability System (SAS) Warranty Analyst program, and analyzes service call data related to warranty and protection agreement service calls in order to define system and servicing solutions to reduce incompletes, recalls, and cost per call while improving the overall repair process quality and customer satisfaction
• Evaluates parts and product suppliers as part of Corporate quality initiatives
• Designs and implements product reports, service performance, and quality scorecards utilizing the existing platforms available
• Provides assistance in the analysis of various information to determine potential safety hazards through service incidents, safety reports, returned merchandise, or customer complaints
• Manages the exchange of product information with Vendors supporting the Sears proprietary brands to analyze and interpret service call data transferred to the Vendors through the Source Extract program, SAS, and other processes
• Visits Sears' suppliers, service units, and other locations to assist in the identification of product quality issues and warranty administration problems
• Assists in the development of diagnostic tools utilized by various Home Services functions to diagnose consumer issues
• Manages industry benchmarking and service incident information to the retail organization in order to support In Warranty service recourse and reimbursement negotiation programs
• Oversees activities required to provide budget information to service and retail organization in order to plan for in-warranty expense
• Works with Engineering Services team to design and execute service products based upon existing and new fields of data
• Performs other duties as assigned Education Requirements: Bachelor's Level Degree Years of Related Experience: 5-10 Years



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