Services Manager Ops Process

The Home Depot•Atlanta, GA

About The Position

Manage and optimize Services operations by identifying operational challenges, designing scalable solutions, and driving continuous improvement initiatives that elevate field execution and business performance. Use quantitative data, business intelligence, digital tools (including AI capabilities), and field insights to diagnose root causes, establish baseline metrics, and measure results after implementation. Partner with field teams to develop practical solutions, structure and lead operational pilots, and scale proven programs across the network. Collaborate with Services teams—including Merchandising, Sales, Field Operations, Finance, Human Resources, and Analytics—to align operational priorities, drive change management, and deliver measurable improvements in productivity, customer satisfaction, and profitability. This position typically reports to the Senior Manager Ops Process and has no direct reports. Overnight travel is typically required 5% to 20% of the time.

Requirements

Must be at least 18 years of age.
Must be legally permitted to work in the United States.
Bachelor's degree or equivalent degree in a field of study related to the job, or the knowledge, skills, and abilities typically acquired through its completion.
Minimum 5 years of work experience.
Strong business, functional, or store knowledge in the relevant area of responsibility.
Strong operations, retail, and/or field experience.
Ability to partner and communicate effectively with field teams and stores.
High sense of urgency in responding to field needs.
Strong big-picture and strategic-thinking skills.
Strong quantitative skills, such as statistics and data analysis.

Nice To Haves

3+ years of experience in process improvement, operations management, corporate consulting, or operational analytics, preferably in retail, field installation services, or home services operations.
Track record of structuring, launching, and managing operational pilots and proofs of concept, iterating based on field feedback, and scaling solutions across a multi-unit or field environment.
Ability to query, analyze, and synthesize complex operational datasets to identify inefficiencies, build business cases, and track pre- and post-launch KPIs and ROI.
Ability to build consensus and partner cross-functionally with Merchandising, Sales, Field Leadership, Finance, HR, and Analytics, influencing stakeholders without direct authority.
Field-advocacy mindset and experience partnering with field managers and service providers to understand store or job-site realities and drive front-line operational adoption.
Working proficiency with data-querying and cloud analytics tools such as SQL and Google BigQuery, and BI visualization platforms such as Tableau and Power BI.
Familiarity with structured operational methodologies such as Lean Six Sigma, Kaizen, or Agile, or PMP certification.
1+ year of previous leadership experience.
Certified Project Management Professional (PMP).

Responsibilities

Develop and implement changes that improve Services operations processes and contribute value to the organization's bottom line; manage or drive core Services operations projects and process improvements.
Manage day-to-day processes in areas of responsibility and create and maintain project work plans.
Analyze the fundamental components of problems, communicate the appropriate course of action to the team, and communicate resolutions to the field.
Prepare and deliver high-level insights and recommendations based on analyses of industry and business conditions, the competitive landscape, and consumer data.
Communicate effectively and build strong partnerships with the field, service providers, and teams across The Home Depot.
Maintain knowledge of specific operations and processes within store operations.
Manage issues and roadblocks related to areas of responsibility.
Provide guidance and training in areas of expertise; collaborate on data findings and verbal or written recommendations; demonstrate understanding of relevant processes.
Proactively respond to unanticipated field and service provider needs and manage action steps for strategic initiatives and process improvements.
Use data, business intelligence, digital tools including AI capabilities, and field insights to identify root causes, establish baseline metrics, and measure post-implementation results.
Partner with field teams to develop practical solutions, lead operational pilots, incorporate field feedback, and scale proven programs across the network.
Collaborate with Merchandising, Sales, Field Operations, Finance, Human Resources, and Analytics to align priorities, drive change management, and improve productivity, customer satisfaction, and profitability.