District Services Manager (Natick, MA)

The Home Depot; Massachusetts; In loco; USD 90.000 - 130.000; Tempo pieno

Descrizione del lavoro

The Home Depot in Massachusetts seeks a District Services Manager to drive Service sales by managing Service Providers and aligning them with Home Services objectives. You will oversee onboarding, performance reviews, and compliance while supporting stores and leading provider events.

Travel 20–50% is typical for field oversight. Strong project management, negotiation, and customer-focused skills are essential for success in this role.

Competenze

• Experience in retail store environments or home improvement industries.
• Strong project management skills and ability to coordinate multiple stakeholders.
• Proven negotiation and conflict-resolution capabilities with customers and partners.
• Knowledge of service provider management and compliance is a plus.
• Relevant education as listed.

Mansioni

• Oversee end-to-end engagement with Home Depot Service Providers to align with service standards and SLAs.
• Lead partnership reviews, monitor performance, and drive improvement plans.
• Provide store support, resolve installation or service escalations, and coordinate events.
• Coordinate training and onboarding for providers, tracking compliance and field quality.
• Travel up to 20-50% for overnight travel as needed.

Conoscenze

Retail environment knowledge

Residential remodel project management

Project management

Negotiation / conflict resolution

Customer focus

Networking / relationship building

Formazione

High school diploma or GED

Bachelor's degree or equivalent in related field

Descrizione del lavoro

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.

• 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.

Must be 18 years of age or older.

Knowledge or Experience

• 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 Networks
• Customer Focus
• Manages Ambiguity
• Manages Conflict

For California, Colorado, Connecticut, Rhode Island, Nevada, New York City, Ithaca (NY), Westchester County (NY), and Washington residents: