Manager, Pro Capabilities Operations

Home Depot • Atlanta, GA

3d

About The Position

The Manager, Pro Capabilities – Pro Trade Credit Operations supports The Home Depot’s Pro strategic growth initiatives by leading operational workstreams that deliver a seamless and reliable Pro Trade Credit customer experience. The role owns the development, testing, execution, and ongoing improvement of processes for account servicing, invoicing, payments, and issue resolution. It translates customer feedback and operational data into actionable insights, prioritizes opportunities to reduce friction, and drives measurable improvements in service quality and operational effectiveness. Working with internal teams and external partners, the manager identifies customer experience gaps, strengthens field communication and enablement, and ensures operational readiness as new capabilities launch and scale. Strong leadership, communication, analytical, and problem-solving skills are important for aligning stakeholders, resolving operational challenges, and delivering business priorities.

The role typically reports to a Senior Manager or Director and has 0–4 direct reports. It typically requires overnight travel 5% to 20% of the time. The work is primarily performed seated in a comfortable indoor area, with frequent opportunity to move about and rare need to move or lift light articles. Unpleasant working conditions are infrequent and not objectionable.

Requirements

• Must be at least 18 years of age.
• Must be legally permitted to work in the United States.
• Minimum of 5 years of work experience.
• Knowledge, skills, and abilities typically acquired through completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Nice To Haves

• Working knowledge of Microsoft Office Suite.
• Working knowledge of Google BigQuery and Tableau or similar tools.
• Working knowledge of presentation software such as Microsoft PowerPoint.
• Demonstrated ability to collaborate and work effectively with cross-functional teams.
• Ability to develop and apply advanced mathematical or statistical techniques.
• Ability to convey complex or technical ideas and processes in easy-to-understand terms to diverse audiences.
• Ability to negotiate, handle complaints, settle disputes, and resolve grievances with internal and external customers.
• Excellent written and verbal communication skills.
• Consulting and/or retail experience.
• 4 or more years of previous leadership experience.

Responsibilities

• Assess and select talent, build effective teams, develop employees through coaching, feedback, and guidance, align goals, and create a positive culture by driving engagement.
• Lead the creation and implementation of new initiatives using diverse problem-solving methodologies; manage small- to medium-sized initiative-specific projects within workstreams.
• Communicate projects and recommendations through accurate documents and presentations, including to executive leaders and sponsors.
• Prioritize team issues and develop solutions and recommendations by leading or participating in cross-functional teams, including store leaders and associates, merchants, internal and external teams, and vendors.
• Identify, research, and measure ongoing program effectiveness against metric targets; develop and execute enhancement and optimization strategies based on performance and customer feedback.
• Troubleshoot and solve ongoing operational needs as they arise.
• Collaborate cross-functionally with organizational teams, internal and external clients, management, and others to drive change within The Home Depot.
• Develop, test, execute, and continuously improve processes supporting Pro Trade Credit account servicing, invoicing, payments, and issue resolution.
• Use customer feedback and operational data to identify customer experience gaps, reduce friction, improve service quality and operational effectiveness, strengthen field communication and enablement, and ensure operational readiness for new capabilities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager