District Install Manager (Rockaway, NJ)

Home Depot

New Jersey

Hybrid

USD 70,000 - 95,000

Full time

4 days ago

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Job summary

The Home Depot is seeking a District Installation Manager (DIM) to lead a team of associates and oversee the install life cycle, from pre-installation to post-sale services. You will manage job movement, inspections, escalations, and service defenses while ensuring adherence to Home Depot installation standards.

Responsibilities include leading the install team, auditing contracts, and coordinating with partners to improve customer experience and process efficiency.

Qualifications

Must be 18+ years old and legally permitted to work in the United States.
Construction/home improvement industry experience preferred.
Bachelor's degree or equivalent field of study related to the job.

Responsibilities

Drive a positive customer experience by adhering to installation process standards and managing concessions, job movement, and customer communications.
Lead field install team with hiring, goal setting, performance management and training.
Use data, reporting and systems to meet cycle time, satisfaction, reorder and gross margin targets; oversee inspections and job flow tasks.

Skills

Action Oriented

Directs Work

Manages Ambiguity

Builds Effective Teams

Collaborates

Communicates Effectively

Customer Focus

Time Management

Negotiating Skills

Business Acumen

Problem Solving

Collaborative Leadership

Education

Bachelor's degree or equivalent

Job description

With a career at The Home Depot, you can be yourself and also be part of something bigger.

Position Purpose:

The District Installation Manager (DIM) is responsible for the install customer experience by leading a team of associates to ensure sold jobs are managed effectively across the life cycle of the job, post-sale. This includes ensuring the effective execution of the Pre-Installation Inspection and Job Site Inspection processes, managing completing of job movement activities, and driving service and warranty programs. The DIM will oversee associates to effectively manage job flow processes including scheduling, completing job movement tasks, opening and closing services, and communicating with customers. Managing the PII and JSI processes includes performing audits of contracts and measures and conducting site visits with the team to improve overall effectiveness. The DIM will address escalations or questions pertaining to contract scope adjustments, customer escalations, and job expense approvals such as customer concessions and Service Provider add-labor charges.

Key Responsibilities:

40% - Customer Experience - Drives a positive customer experience through rigorous adherence to installation process standards while maintaining a highly trained and qualified associate team, making timely decisions on concessions, job movement, and customer communication, managing customer care ticket responses, and closing open services in a timely manner; Conducts Job Site Inspections to maintain adherence to Home Depot installation standards and address customer escalations. Optimizes diverse talent through a demonstrated commitment to equal employment opportunity.
20% - Leadership - The DIM leads the field install team to include hiring, goal setting, and performance management, and ensures teams are operating effectively across their job duties to drive an excellent customer installation experience; Conducts training sessions with direct reports to ensure continual education and improvement; Ensures field install teams are engaged and interacting with business partners to improve the overall customer experience and maintain positive working relationships; In partnership with the Sales Manager, ensures the install team is regularly reviewing with the sales team differences on measures, product, and job changes to ensure the overall customer experience improves through shared learning and process improvement.
40% - Operations - Utilizes data, reporting, and related systems to identify trends and responds to ensure cycle time goals, customer satisfaction targets, reorder rates, and gross margin targets are met or exceeded; Ensures PIIs (Pre-installation Inspections) are occurring timely and conducts measure audits and Job Site Inspections (JSIs) to improve the team's skill and knowledge across the install life cycle; The DIM maintains store and Core Services team relationships through store events, efficient Care Ticket resolutions, and professional communications; Manages associates to ensure timely job starts, professional customer interactions, efficient completion of job flow tasks, task completions, service order completions and service provider invoice processing.

Direct Manager/Direct Reports:

This position reports to the Branch Install Manager
This position has 2-5 direct reports

Travel Requirements:

Typically requires overnight travel 5% to 20% of the time.

Physical Requirements:

Requires intermittent periods during which continuous physical exertion is required, such as walking, standing, stooping, climbing, and lifting material or equipment, some of which may be heavy or awkward.

Working Conditions:

Typically in a comfortable environment but with regular exposure to factors such as temperature extremes, moving machinery, loud noise, and fumes that cause noticeable discomfort or a moderate risk of accident or illness.

Minimum Qualifications:

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

Preferred Qualifications:

Construction/home improvement industry experience
Prior experience managing residential home improvement install projects

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: