District Installation Manager

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

Job summary

The Home Depot is seeking a District Installation Manager to lead a field install team across the customer lifecycle, ensuring smooth pre-install and site inspections, and timely job movement and service delivery.

You will manage escalations, audits, and contractor interactions while driving process improvements, customer satisfaction, and adherence to installation standards. Travel is 5–20% on overnight stays as needed.

Qualifications

• Must be 18 years of age or older.
• Must be legally permitted to work in the United States.
• Bachelor's degree or equivalent in a related field.
• Construction/home improvement industry experience preferred.
• Experience managing residential install projects preferred.
• 10 years of work experience and 10 years leadership experience requested.

Responsibilities

• Drive a positive customer experience through adherence to installation process standards and handling concessions and customer communications.
• Lead the field install team including hiring, goal setting, and performance management; provide direct reports training.
• Use data, reporting, and related systems to monitor cycle time, customer satisfaction, reorder rates, and margins; ensure timely job starts and service order completion.

Skills

Customer Experience

Leadership

Operations

Data Analytics

Communication

Time Management

Education

Bachelor's degree in related field

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:

10

Preferred Years of Work Experience:

10

Minimum Leadership Experience:

No previous leadership experience

Preferred Leadership Experience:

No previous leadership experience

Certifications:

None

Competencies:

• Action Oriented
• Directs Work
• Manages Ambiguity
• Builds Effective Teams
• Collaborates
• Communicates Effectively
• Customer Focus
• Strong time management and organizational skills
• Strong negotiating skills
• Strong busi