District Services Manager (Natick, MA)

The Home Depot; Boston (MA); On-site; USD 85,000 - 125,000; Full time

Job summary

The Home Depot is seeking a District Services Manager to drive Services sales growth by cultivating strategic partnerships with Service Providers and the Home Services organization. You will oversee the provider lifecycle from onboarding to termination, coordinating with the services operations team to meet standards and compliance.

You will lead reviews, monitor performance, and develop improvement plans while supporting store teams and provider events.

Qualifications

• Must be 18 years of age or older.
• Knowledge or experience in the retail store environment, home improvement industry or general construction industry.
• Experience in residential remodel project management.
• Demonstrated project management skills.
• Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers.
• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
• 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.

Responsibilities

• Oversee service provider lifecycle including sourcing, onboarding, expansion, contraction and termination, ensuring alignment with goals and standards.
• Lead partnership reviews, monitor performance, analyze metrics, and drive improvement plans with Service Providers.
• Support store teams in managing provider relationships and escalations, ensuring compliance with performance and customer satisfaction standards.
• Coordinate onboarding, go-live support, training, and events for providers to maintain strong pipelines and service coverage.
• Conduct regular field oversight, inspections, and audits to prevent issues and penalties, and to sustain service quality.
• Travel 20%–50% overnight as needed to support field operations.

Skills

Customer focus

Negotiation

Project management

Relationship building

Education

High school diploma or GED

Bachelor’s degree or equivalent

Tools

MS Office

CRM software

Field service software

Job description

With a career at The Home Depot, you can be yourself and also be part of something bigger. The District Services Manager (DSM) plays a pivotal role in driving Services sales growth by cultivating and sustaining a strategic partnership between Service Providers and the Home Services organization. This role requires a blend of relationship management, operational oversight, and performance optimization. DSMs oversee the entire lifecycle of Service Providers, including sourcing, onboarding, expansion, contraction, and termination, in close collaboration with the services operations team. Through the partnership review process, DSMs ensure alignment with business goals, service standards, and compliance expectations.

Key Responsibilities

• 25% - Customer Experience and Issue Resolution - Research and review customer feedback from various sources (e.g., Google Reviews, BBB, Medallia IVOC) to identify recognition and service improvement opportunities. Prioritize, follow up, and ensure timely resolution of Customer Care cases, partnering with Service Providers to meet service level agreements (SLAs) and address escalations as needed. Support store relationships with Service Providers and resolve escalations related to service or compliance.
• 60% - Service Provider Management and Compliance - Schedule, prepare, and conduct Partnership Reviews and regular check-ins with Service Providers to assess performance, ensure compliance, analyze metrics, and collaborate on improvement plans that align with business goals and foster strong ongoing relationships. Support store teams in managing Service Provider relationships and escalations, collaborating with internal partners to address operational challenges, ensure compliance with Home Depot's performance and customer satisfaction standards. Prospect, evaluate, and onboard new Service Providers—including orientation and follow-up during go-live—while developing strategies to maintain a robust pipeline of qualified partners and ensure optimal in-stock levels and service coverage. Facilitate ongoing training and development for Service Providers on operational standards, compliance, and customer experience; organize and lead provider events to support store needs and business growth; Execute comprehensive field oversight through regular job site and install inspections to ensure service quality. Lead monthly compliance reviews and audit analysis to proactively identify risks, remediate underperformance, and ensure adherence to standards to prevent financial penalties or service disruptions.
• 5% - Store Support - Conduct brief meet-and-greets with new SASMs during Services onboarding. Respond to and resolve store escalations related to installation issues, such as installer conduct, service provider delays, and SFI matters, strictly following SOP SS 08-40. Support stores with Service Provider promotional events and Home Shows (e.g., Lead generation or Program Knowledge events).
• 10% - Training/Development and Administrative Activities - Attend weekly field training sessions or review training materials in the video library to stay current on best practices and new initiatives. Prepare for and attend weekly calls with DM/SM and FDS/DSM to discuss Service-related issues and topics. Practice effective calendar management by reviewing current plans and forecasting for upcoming weeks.

This position reports to the Field Director Services.

Travel Requirements

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

Requirements

• Must be 18 years of age or older.
• Knowledge or experience in the retail store environment, home improvement industry or general construction industry.
• Experience in residential remodel project management.
• Demonstrated project management skills.
• Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers.
• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
• 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:
• Builds NetworksCustomer FocusManages AmbiguityManages Conflict
• For California, Colorado, Connecticut, Rhode Island, Nevada, New York City, Ithaca (NY), Westchester County (NY), and Washington residents: