District Services Manager (Natick, MA)
About The Position
The District Services Manager (DSM) drives Services sales growth by building and sustaining strategic partnerships between Service Providers and the Home Services organization. The role combines relationship management, operational oversight, and performance optimization. In collaboration with the services operations team, the DSM oversees the Service Provider lifecycle, including sourcing, onboarding, expansion, contraction, and termination. Through partnership reviews, the DSM ensures alignment with business goals, service standards, and compliance expectations. The DSM reviews customer feedback, resolves Customer Care cases and escalations, and works with Service Providers and stores to improve the customer experience. The role includes assessing provider performance, compliance, and metrics; developing improvement plans; prospecting and onboarding providers; coordinating training and events; conducting job-site and installation inspections; and leading compliance reviews and audit analysis. The DSM also supports store onboarding and installation-related escalations, participates in training and recurring calls, and manages a forward-looking calendar.
Requirements
- Must be at least 18 years of age.
- Must be legally permitted to work in the United States.
- Minimum of 3 years of work experience.
- Minimum education: knowledge, skills, and abilities typically acquired through completion of a high school diploma and/or GED.
- Ability to negotiate, handle complaints, settle disputes, and resolve grievances with internal and external customers.
- Excellent written and verbal communication skills.
Nice To Haves
- Knowledge or experience in a retail store environment, home improvement industry, or general construction industry.
- Experience in residential remodel project management.
- Demonstrated project management skills.
- Preferred education: knowledge, skills, and abilities typically acquired through completion of a bachelor's degree program or equivalent degree in a related field of study.
- Preferred 4 years of work experience.
Responsibilities
- Research and review customer feedback from sources such as Google Reviews, BBB, and Medallia IVOC to identify recognition and service improvement opportunities.
- Prioritize and follow up on Customer Care cases, ensure timely resolution, and partner with Service Providers to meet SLAs and address escalations.
- Support store relationships with Service Providers and resolve service- or compliance-related escalations.
- Schedule, prepare, and conduct Partnership Reviews and regular Service Provider check-ins to assess performance, compliance, and metrics, and collaborate on improvement plans.
- Work with store teams and internal partners to manage Service Provider relationships, resolve escalations, and address operational challenges while ensuring compliance with performance and customer satisfaction standards.
- Prospect, evaluate, and onboard Service Providers, including orientation and follow-up during go-live; maintain a pipeline of qualified partners and support appropriate in-stock levels and service coverage.
- Provide ongoing Service Provider training and development on operational standards, compliance, and customer experience.
- Organize and lead provider events to support store needs and business growth.
- Keep informed about market trends and best practices through Merchant strategy calls and Competitor Walks.
- Conduct regular job-site and installation inspections to oversee service quality.
- Lead monthly compliance reviews and audit analysis to identify risks, remediate underperformance, and help prevent financial penalties or service disruptions.
- Conduct brief meet-and-greets with new SASMs during Services onboarding.
- Respond to and resolve store escalations related to installation issues, including installer conduct, provider delays, and SFI matters, following SOP SS 08-40.
- Support Service Provider promotional events and Home Shows, such as lead generation or program knowledge events.
- Attend weekly field training sessions or review training materials in the video library.
- Prepare for and attend weekly calls with DM/SM and FDS/DSM to discuss Services issues and topics.
- Manage the calendar effectively by reviewing current plans and forecasting upcoming weeks.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
