District Installation Manager- Chicago, IL

The Home Depot

126d • $60,000 - $75,000

About The Position

The District Installation Manager (DIM) is responsible for the install customer experience by leading a team of associates to ensure sold jobs are managed effectively across the life cycle of the job, post-sale. This includes ensuring the effective execution of the Pre-Installation Inspection and Job Site Inspection processes, managing completing of job movement activities, and driving service and warranty programs. The DIM will oversee associates to effectively manage job flow processes including scheduling, completing job movement tasks, opening and closing services, and communicating with customers. Managing the PII and JSI processes includes performing audits of contracts and measures and conducting site visits with the team to improve overall effectiveness. The DIM will address escalations or questions pertaining to contract scope adjustments, customer escalations, and job expense approvals such as customer concessions and Service Provider add-labor charges.

Requirements

• Must be 18 years of age or older.
• Must be legally permitted to work in the United States.
• Minimum of 10 years of work experience.

Nice To Haves

• Construction/home improvement industry experience.
• Prior experience managing residential home improvement install projects.

Responsibilities

• Drives a positive customer experience through rigorous adherence to installation process standards while maintaining a highly trained and qualified associate team.
• Makes timely decisions on concessions, job movement, and customer communication.
• Manages customer care ticket responses and closes open services in a timely manner.
• Conducts Job Site Inspections to maintain adherence to Home Depot installation standards and address customer escalations.
• Leads the field install team to include hiring, goal setting, and performance management.
• 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.
• 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).
• 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.

Benefits

• Pay range for this position is between $60,000 - $75,000.

What This Job Offers

• Job Type: Full-time
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees