District Services Manager - Springfield, VA

Overview

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.

• Cross-Functional and SSC Meetings, Administrative – Maintain collaborative and consistent communication with teams and activities (approximately 10%).
• Service Provider Management and Issue Resolution – Develop and maintain professional customer and Service Provider relationships. Assist in recruitment, retention, and performance management of SPs within district. Authorize immediate and corrective feedback to Service Providers to improve performance. Execute consistent monthly quality reviews with select SPs to drive high customer service. Provide accurate, swift resolution of escalated customer issues. Coach store management, store associates, and installers on proper and quick resolution.
  
  Perform in-home inspections, as needed.
• Store Connectivity – Communicate with District managers, Store Managers, Specialty Assistant Store Managers to drive Home Services and Specialty Install awareness, attach rates/sales, promotions, and processes. 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. Communicate new program and/or processes to help improve the Services and customer engagement.
• Training and Development – Ensure personal and team training and development is completed and maintained throughout the year.

• This position reports to the Field Director Services
• This position has 0 direct reports

• Typically requires overnight travel 20% to 50% of the time.

• 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.

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

• Must be 18 years of age or older.
• Must be legally permitted to work in the United States.

• 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 No additional education

• Minimum Years Of Work Experience 3
• Preferred Years Of Work Experience 4

• Minimum Leadership Experience No previous leadership experience
• Preferred Leadership Experience No previous leadership experience

• None

• 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.