DISTRICT INSTALLATION MANAGER - Irvine, CA

Home Depot•Irvine, CA

40d

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.
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.
10 years of work experience
No previous leadership experience

Nice To Haves

Construction/home improvement industry experience
Prior experience managing residential home improvement install projects
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.
10 years of work experience
No previous leadership experience

Responsibilities

Drives a positive customer experience through rigorous adherence to installation process standards while maintaining a highly trained and qualified associate team, making timely decisions on concessions, job movement, and customer communication, managing customer care ticket responses, and closing open services in a timely manner
Conducts Job Site Inspections to maintain adherence to Home Depot installation standards and address customer escalations.
Optimizes diverse talent through a demonstrated commitment to equal employment opportunity.
Leads the field install team to include hiring, goal setting, and performance management, and ensures teams are operating effectively across their job duties to drive an excellent customer installation experience
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 and maintain positive working relationships
In partnership with the Sales Manager, ensures the install team is regularly reviewing with the sales team differences on measures, product, and job changes to ensure the overall customer experience improves through shared learning and process improvement.
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) to improve the team's skill and knowledge across the install life cycle
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.