With a career at The Home Depot, you can be yourself and also be part of something bigger.
Position Overview:
The Installation Services Manager (ISM) is responsible for the end-to-end management of Service Providers (installers), including performance, operations, expansions, sourcing, onboarding, engagement, activations, terminations, and quality of all Service Providers in select markets, with a focus on connectivity, quality, and compliance. The ISM will cover 2-4 districts.
Key Responsibilities:
- Develop and maintain professional customer and Service Provider (SP) relationship
- Responsible for assisting in the recruitment, retention, and performance management of SPs within the market(s)
- Responsible for providing on-the-job training and guidance on our processes to SPs
- Authorized to provide immediate and corrective feedback to SPs to improve performance
- Execute consistent quality reviews with SPs to drive customer experience and performance
- Facilitate Service Provider visits and sourcing events in the stores
- Communicate compliance requirements and guidelines to SPs
- Partner with the Care team to provides accurate, swift resolution of escalated customer issues
- Coaches SPs on proper and quick resolutions
- Performs job site inspections, and execution of SLAs for customer issues
- Participates in regional/territory meetings
Competencies:
Drives Engagement
- Gives people targeted recognition for their achievements
- Ensures that people understand exactly why the work is important and meaningful
- Is enthusiastic about work and encourages others to be the same Positively influences and leads others
- Creates a positive and motivating work environment
Communicates Effectively
- Communicates difficult or complex ideas clearly and effectively with all audiences
- Proactively seeks out others’ ideas and perspectives
- Comfortable leading a discussion in a group setting (with associates or leaders)
- Delivers messages/presentations to large groups comfortably
- Delivers messages in a clear, compelling, and concise manner
Action Orientated
- Links observations and information to identify and seize opportunities that will improve both
- current and future states;
- Quickly and accurately weighs pros and cons to identify and suggest opportunities to prioritize;
- Acts on opportunities quickly and without unnecessary planning and approvals
Direct Manager/Direct Reports:
- SR Manager Installation Services
Travel Requirements:
- Requires daily non-overnight travel up to 100% of the time.
Working Conditions
- Requires daily non-overnight travel up to 100% of the time.
Minimum Education:
- Undergraduate degree in business or related field, or equivalent combination of education and experience.
Minimum Years of Work Experience:
- 5+ years related experience in a high-volume retail environment preferred.
Other Requirements/Assets:
- Must fulfill minimum time-in-position and good standing in performance.
- Undergraduate degree in business or related field, or equivalent combination of education and experience.
- 5+ years related experience in a high-volume retail environment preferred.
- Advanced communication skills including verbal, written and presentation skills; ability to create open channels of communication and adapt messages to suit the audience.
- Advanced knowledge of HD systems, SOP and overall store operating process.
- Ability to build relationships and influence leaders at multiple levels of the organization including SM, DM, TCSM, RDO, RDCS and RVP.
- Intermediate computer skills in MS Office Suite (including Word, Excel and PowerPoint).
- Demonstrates ability to get results under conditions of significant workload and competing demands in a fast-paced environment.
- Ability to effectively transfer knowledge through coaching and training of diverse groups.
- ISMs in remote markets will require overnight travel up to 50% of the time.
- Must have a valid driver’s license and proof of insurance & vehicle.
Experience in the Store Manager role is preferred.
