Services Manager Ops Process

Home Depot•Atlanta, GA

About The Position

Manage and optimize Services operations by identifying operational challenges, designing scalable solutions, and driving continuous improvement initiatives to improve 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 successful programs across the network. Work across Services teams—including Merchandising, Sales, Field Operations, Finance, Human Resources, and Analytics—to align priorities, manage change, and improve productivity, customer satisfaction, and profitability. The position typically reports to a Senior Manager Ops Process and has no direct reports. Overnight travel is typically required 5% to 20% of the time. The work is primarily performed sitting in a comfortable indoor area, with frequent opportunities to move about and rare occasions requiring movement or lifting of 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.
Bachelor’s degree or equivalent in a field related to the job, or the knowledge, skills, and abilities typically acquired through completion of such a degree program.
Strong business, functional, and/or store knowledge in the 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 strategic and big-picture thinking skills.
Strong quantitative skills, including statistics and data analysis.

Nice To Haves

At least 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 and job-site realities and support frontline 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, Agile, or PMP certification.
At least 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 and drive core Services operations projects and process improvements.
Manage day-to-day processes within 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, competitive landscape, and consumer data.
Communicate effectively and build strong partnerships with field teams, service providers, and colleagues throughout 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 the area of expertise, collaborate on findings from data, make verbal and written recommendations, and demonstrate understanding of specific processes.
Anticipate and respond proactively to field and service-provider needs, and manage action steps for successful execution of strategic initiatives and process improvements.
Partner with field teams to co-develop operational solutions, lead pilots, incorporate field feedback, and scale proven programs.
Use data and digital tools, including AI capabilities, to establish baseline metrics and measure post-implementation results.