Manager ePro Ops Support

The Home Depot•Atlanta, GA

21h

About The Position

The Manager eProcurement Ops Support leads the Inside Sales Support team serving The Home Depot’s ePro customer accounts. The role supports customer satisfaction, retention, and business growth by addressing needs that automated processes cannot, including order-processing issue resolution, invoicing, invoice reconciliation, and fulfillment support. The manager is accountable for accurate, on-time fulfillment and a consistently strong end-to-end customer experience. The manager transforms the support model into a scalable, account-centric approach aligned with key account customers. This includes establishing workflows, issue-resolution processes, account ownership, and success measures to support growth and customer experience. The role oversees daily operations, develops team talent and a talent pipeline, maintains high service levels through data-driven decisions and proactive problem-solving, and turns customer insights into clear business actions. The position partners with national sales and account management, sales operations and enablement, eProcurement platform and technology teams, HR, and the Pro Digital Experience Team. It leads workstreams supporting business priorities and Home Depot’s service commitments. Direct and indirect reports typically include 2–5 Business Analysts; the manager assigns and reviews work and is responsible for appropriate selection, terminations, performance appraisals, and professional development. The role typically involves overnight travel less than 10% of the time.

Requirements

At least 5 years of work experience.
Bachelor’s degree or equivalent in a field of study related to the job.
Must be at least 18 years old.
Must be legally permitted to work in the United States.
Strong business, functional, and/or store knowledge in the area of responsibility.
Strong operations, retail, and/or field experience.
Ability to partner and communicate well with the field and stores.
High sense of urgency in responding to field needs.
Strong strategic and big-picture thinking skills.
Strong quantitative skills, including statistics and data analysis.

Nice To Haves

Experience leading a support or operations team through significant change or transformation.
Change-management skills, including stakeholder alignment and driving adoption of new processes.
Experience leading and developing teams in inside sales support, customer operations, or account management.
Ability to turn data into customer insights and business actions.
Experience supporting large enterprise or national B2B customers.
Ability to collaborate with and influence cross-functional teams.
Ability to manage escalations and resolve disputes with internal and external customers.
Excellent written and verbal communication skills.
Hands-on experience with CRM and case-management tools.
Working knowledge of Microsoft Office Suite, including PowerPoint.
Leadership and management experience.

Responsibilities

Analyze problems, communicate the appropriate course of action to the team, and communicate resolutions to the field.
Develop and implement process changes that improve store operations and are likely to add value to stores’ bottom line.
Manage and drive core store operations projects and process improvements.
Manage day-to-day processes in areas of responsibility and create and maintain project work plans.
Manage issues and roadblocks related to areas of responsibility.
Respond proactively to unanticipated store needs and manage action steps for strategic initiatives and process-improvement work.
Build effective partnerships with the field, stores, and teams throughout The Home Depot.
Prepare and deliver high-level insights and recommendations based on analyses of industry and business conditions, the competitive landscape, and consumer data.
Provide guidance and training in the area of expertise, collaborate on findings from data, and make verbal and written recommendations.
Maintain knowledge of relevant store operations and processes.
Select, terminate, appraise, and develop support-team members, typically Business Analysts.
Assign and review work of direct and indirect reports.