DISTRICT INSTALLATION MANAGER

The Home Depot; Idaho; On-site; USD 110,000 - 150,000; Full time

Job summary

The Home Depot seeks a District Installation Manager to lead a field install team and drive an exceptional customer experience across the life cycle of installed jobs. You will oversee pre-installation inspections, job site inspections, concessions, and service provider coordination.

You will guide staffing, training, and performance management while leveraging data and partnerships to improve deadlines, quality, and margins. Overnight travel is occasional.

Qualifications

• Bachelor's degree or equivalent in a related field.
• Construction/home improvement industry experience.
• Experience managing residential install projects.
• Strong leadership and customer service focus.

Responsibilities

• Lead the district install team, including hiring, goal setting and performance management.
• Ensure installation processes and standards are followed to deliver a positive customer experience.
• Manage job flow, scheduling, and communication with customers throughout the lifecycle of the project.
• Address escalations, contract scope adjustments, and approvals as needed.

Skills

Leadership

Customer Focus

Time Management

Business Acumen

Collaborative Leadership

Decision Making

Communication

Education

Bachelor's degree

Job description

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

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.
• 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.

This position reports to the Branch Install Manager

Travel Requirements

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

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.

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.

Must be 18 years of age or older.

Construction/home improvement industry experience

Prior experience managing residential home improvement install projects

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.

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:

• Manages Ambiguity
• Customer Focus
• Strong time management and organizational skills
• Strong business acumen
• Collaborative leadership skills where strong value is placed on partnerships
• For California, Colorado, Connecticut, Rhode Island, Nevada, New York City, Ithaca (NY), Westchester County (NY), and Washington residents: