District Installation Manager

Home Depot U.S.A., Inc.; Irvine (CA); On-site; USD 85,000 - 150,000; Full time

Job summary

Home Depot U.S.A., Inc. is seeking a Senior Install Manager to drive customer experience, lead a field install team, and optimize operations across installation projects in California.

The role emphasizes adherence to standards, staff development, and effective collaboration with sales partners. The position requires extensive experience in residential install projects, strong leadership, and a track record in achieving performance metrics.

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 related field.

Responsibilities

• 40% - Customer Experience: ensure positive customer experience by following installation process standards and managing customer communications and escalations.
• 20% - Leadership: lead field install team, hiring, goal setting, performance management, and collaborate with Sales Manager for learning and process improvements.
• 40% - Operations: use data and systems to meet cycle time, customer satisfaction, reorder rates and gross margin targets; oversee inspections and audits; manage schedules and service orders.

Skills

Action Oriented

Directs Work

Manages Ambiguity

Builds Effective Teams

Collaborates

Communicates Effectively

Customer Focus

Time Management

Organizational Skills

Negotiation

Business Acumen

Problem Solving

Multi-tasking

Education

Bachelor's degree

Job description

Position Purpose:

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

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 business acumen
• - Problem solving and multi-tasking skills
• - 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:
The pay range for this position is between $85,000.00 - $150,000.00