Bilingual Installation Services Manager - Quebec

The Home Depot•Quebec, QC

10d

About The Position

The Installation Services Manager (ISM) is responsible for the end-to-end management of Service Providers (installers), including performance, operations, expansions, sourcing, onboarding, engagement, activations, terminations, and quality of all Service Providers in select markets, with a focus on connectivity, quality, and compliance. The ISM will cover 2-4 districts.

Requirements

Undergraduate degree in business or related field, or equivalent combination of education and experience.
5+ years related experience in a high-volume retail environment preferred.
Must fulfill minimum time-in-position and good standing in performance.
Advanced communication skills including verbal, written and presentation skills; ability to create open channels of communication and adapt messages to suit the audience.
Advanced knowledge of HD systems, SOP and overall store operating process.
Ability to build relationships and influence leaders at multiple levels of the organization including SM, DM, RDO and RVP.
Intermediate computer skills in MS Office Suite (including Word, Excel and PowerPoint).
Demonstrates ability to get results under conditions of significant workload and competing demands in a fast-paced environment.
Ability to effectively transfer knowledge through coaching and training of diverse groups.
Must have a valid driver’s license and proof of insurance & vehicle.

Nice To Haves

5+ years related experience in a high-volume retail environment.
Experience in the Store Manager role is preferred.

Responsibilities

Develop and maintain professional customer and Service Provider (SP) relationship.
Responsible for assisting in the recruitment, retention, and performance management of SPs within the market(s).
Responsible for providing on-the-job training and guidance on our processes to SPs.
Authorized to provide immediate and corrective feedback to SPs to improve performance.
Execute consistent quality reviews with SPs to drive customer experience and performance.
Facilitate Service Provider visits and sourcing events in the stores.
Communicate compliance requirements and guidelines to SPs.
Partner with the Care team to provides accurate, swift resolution of escalated customer issues.
Coaches SPs on proper and quick resolutions.
Performs job site inspections, and execution of SLAs for customer issues.
Participates in regional/territory meetings.