Position Purpose:
The District Services Manager (DSM) is a critical role in the Home Services (installation) organization at The Home Depot. DSMs cover 1-3 districts. Their primary responsibilities are to drive quality and customer service through managing Service Providers (installers), ensuring Store Connectivity, and driving Issue Resolution as it relates to Home Depot's installation services.
Key Responsibilities:
- 10% - Cross-Functional and SSC Meetings, Administrative - Activities – Maintain collaborative and consistent communication with teams and activities
- 40% - Service Provider Management and Issue Resolution - Develop and maintain professional customer and Service Provider relationships. Responsible for assisting in the recruitment, retention, and performance management of SPs within district. Authorized to provide immediate and corrective feedback to Service Providers to improve performance. Execute consistent monthly quality review with select SPs to drive high customer service. In addition to providing accurate, swift resolution of escalated customer issues. Coaches store management, store associates, and installers on proper and quick resolution. Performs in home inspections, as needed.
- 40% - Store Connectivity - Communicates with District managers, Store Managers, Specialty Assistant Store Managers to drive the Home Services and Specialty Install awareness, attach rates/sales, promotions, and process. May act as an interface with store associates, expeditors, contact centers, and customers. Drive store awareness and engagement surrounding Services and customer engagement. Coordinate weekend lead generation events. Partner with Services Leadership to execute Program initiatives and competitive shops. Escalate potential program gaps by engaging in store walks and creating development plans for underperforming categories. Communicates new program and/or processes to help improve the Services and customer engagement.
- 10% - Training and Development Activities - Ensure personal and team training and development is completed and maintained throughout the year.
Direct Manager/Direct Reports:
- This position reports to the Field Director Services
- This position has 4 direct reports
Travel Requirements:
- Typically requires overnight travel 20% to 50% of the time.
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:
- Knowledge or experience in the retail store environment, home improvement industry or general construction industry
- Experience in residential remodel project management
- Strong communication skills (both written and verbal)/proven customer interaction skills and problem resolution.
- Project Management skills or leadership skills.
Minimum Education:
- The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Preferred Education:
- The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Minimum Years of Work Experience:
Preferred Years of Work Experience:
Minimum Leadership Experience:
- No previous leadership experience
Preferred Leadership Experience:
- No previous leadership experience
Certifications:
Competencies:
- Communicates Effectively
- Customer Focus
- Manages Conflict
- Basic to intermediate computer skills; knowledge of Microsoft Office programs.
- Strong organizational skills; strong time, workload, and project management skills.
- Self-motivated.
