Senior Director, Online Customer Experience and Product Management - Home Services

Home Depot; United States; Remote; USD 100,000 - 125,000; Full time

Job summary

A leading home improvement retailer is seeking a Senior Director of Home Services Online Customer Experience to define and execute its digital experience vision. The role requires strong leadership skills, e-commerce expertise, and the ability to unify digital platforms. Candidates should have proficiency in data analytics, project management capabilities, and excellent communication skills. This position typically requires limited travel and offers a comfortable working environment.

Qualifications

• Must be 18 years of age or older.
• Must be legally authorized to work in the United States.
• Deep expertise in e-commerce or services-based platforms.

Responsibilities

• Shape and drive the vision for the Home Services digital experience.
• Lead cross-functional teams to deliver results.
• Facilitate complex discussions with stakeholder alignment.

Skills

Strategic & Innovative Thinking

Leadership & Business Acumen

Results Orientation

Adaptability

Strategic Communication & Influence

Technical Acumen

Tools

Microsoft Office Suite

Tableau

Analytical/Statistical software

Job description

Overview

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

Position Purpose:

The Senior Director of Home Services Online Customer Experience and Product Management is responsible for defining and executing the vision for The Home Depot’s Home Services digital experience. This leader will integrate digital and in-person touchpoints to ensure a seamless journey for customers, associates, and service providers.

Success in this role requires a deep understanding of customer experience, associate workflows, and service provider operations. The ideal candidate will unify the digital experience across internal and external platforms, navigate organizational complexity, and translate business challenges into a strategic product roadmap that drives growth and maximizes ROI.

Key Responsibilities

• 30% Strategy & Execution — Shape and drive the vision and roadmap for the Home Services digital experience, optimizing the full journey for customers, associates, and service providers. Use journey mapping and competitive benchmarks to identify pain points and prioritize high-impact solutions that accelerate growth.
• 30% Planning & Alignment — Lead cross-functional teams and business partners to deliver results. Continuously analyze behaviors across customer, associate, and service provider touchpoints to identify opportunities. Ensure operational efficiency, track performance metrics, and maintain alignment with executive priorities.
• 20% Strategic Communication — Facilitate complex discussions with clear, audience-tailored presentations and journey maps that support stakeholder alignment and informed decision-making.
• 10% Market & Technology Awareness — Monitor emerging trends, technologies, and industry shifts to inform strategy and identify innovation opportunities.
• 10% Leadership Development — Coach, mentor, and develop direct and indirect reports to build high-performing, future-ready teams.

Core Competencies

• Strategic & Innovative Thinking — Connects end-to-end experiences and identifies growth opportunities through innovation.
• Leadership & Business Acumen — Demonstrates strong business case development and ROI analysis; builds and scales diverse, high-performing teams.
• Results Orientation — Drives outcomes through structured planning, cross-functional collaboration, and disciplined execution.
• Adaptability — Navigates ambiguity and leads through change with resilience and clarity.
• Strategic Communication & Influence — Crafts compelling narratives and facilitates decision-making through well-organized presentations and journey mapping.
• Technical Acumen — Guides Product Management and User-Centered Design teams in building strategic roadmaps, including AI applications and emerging technologies.

Useful Technical Skills (Not all required)

• Data-Driven Growth — Skilled in leveraging data analytics, A/B testing, and traffic analysis to optimize user experience and accelerate growth.
• Technical Acumen — Familiar with Agile/Scrum methodologies, system architecture (APIs, cloud computing), and adept at translating technical concepts across teams.
• AI/ML & Emerging Technologies — Strategic understanding of how to apply artificial intelligence, machine learning, and emerging technologies to enhance digital experiences.

Reporting Structure: Reports to: Vice President, Strategy & Operations

Direct Reports: Up to 3

Travel & Physical Conditions

Travel Requirements: Typically requires overnight travel less than 10% of the time.

Physical Requirements: Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions: Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Qualifications

Minimum Qualifications:

Must be 18 years of age or older.

Must be legally authorized to work in the United States.

Preferred Qualifications:

• Deep expertise in e-commerce or services-based platforms.
• Strong business acumen, including experience with business case development and ROI analysis.
• Proficiency in Microsoft Office Suite, Tableau, presentation tools, and analytical/statistical software.
• Proven ability to collaborate effectively across cross-functional teams.
• Ability to interpret and draw insights from financial documentation.
• Demonstrated project management capabilities.
• Excellent written and verbal communication skills.