District Services Manager- Denver, CO

Home Depot • Denver, CO

46d

About The Position

The District Services Manager (DSM) is a critical role in the Home Services (installation) organization at The Home Depot. DSMs cover 1-3 districts. Their primary responsibilities are to drive quality and customer service through managing Service Providers (installers), ensuring Store Connectivity, and driving Issue Resolution as it relates to Home Depot's installation services.

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.
• 3 years of work experience
• No previous leadership experience
• Communicates Effectively
• Customer Focus
• Manages Conflict
• Basic to intermediate computer skills; knowledge of Microsoft Office programs.
• Strong organizational skills; strong time, workload, and project management skills.
• Self-motivated.

Nice To Haves

• Knowledge or experience in the retail store environment, home improvement industry or general construction industry
• Experience in residential remodel project management
• Strong communication skills (both written and verbal)/proven customer interaction skills and problem resolution.
• Project Management skills or leadership skills.
• 4 years of work experience
• No previous leadership experience

Responsibilities

• Cross-Functional and SSC Meetings, Administrative - Activities - Maintain collaborative and consistent communication with teams and activities
• Service Provider Management and Issue Resolution - Develop and maintain professional customer and Service Provider relationships. Responsible for assisting in the recruitment, retention, and performance management of SPs within district. Authorized to provide immediate and corrective feedback to Service Providers to improve performance. Execute consistent monthly quality review with select SPs to drive high customer service. In addition to providing accurate, swift resolution of escalated customer issues. Coaches store management, store associates, and installers on proper and quick resolution. Performs in home inspections, as needed.
• Store Connectivity - Communicates with District managers, Store Managers, Specialty Assistant Store Managers to drive the Home Services and Specialty Install awareness, attach rates/sales, promotions, and process. May act as an interface with store associates, expeditors, contact centers, and customers. Drive store awareness and engagement surrounding Services and customer engagement. Coordinate weekend lead generation events. Partner with Services Leadership to execute Program initiatives and competitive shops. Escalate potential program gaps by engaging in store walks and creating development plans for underperforming categories. Communicates new program and/or processes to help improve the Services and customer engagement.
• Training and Development Activities - Ensure personal and team training and development is completed and maintained throughout the year.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Building Material and Garden Equipment and Supplies Dealers