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District Installation Manager

3 months ago

San Leandro, California, United States HOME DEPOT U.S.A., INC. Full time
Position Purpose:

The District Installation Manager (DIM) is responsible for the install customer experience by leading a team of associates to ensure sold jobs are managed effectively across the life cycle of the job, post-sale. This includes ensuring the effective execution of the Pre-Installation Inspection and Job Site Inspection processes, managing completing of job movement activities, and driving service and warranty programs. The DIM will oversee associates to effectively manage job flow processes including scheduling, completing job movement tasks, opening and closing services, and communicating with customers. Managing the PII and JSI processes includes performing audits of contracts and measures and conducting site visits with the team to improve overall effectiveness. The DIM will address escalations or questions pertaining to contract scope adjustments, customer escalations, and job expense approvals such as customer concessions and Service Provider add-labor charges.

Key Responsibilities:
  • 40% - Customer Experience - Drives a positive customer experience through rigorous adherence to installation process standards while maintaining a highly trained and qualified associate team, making timely decisions on concessions, job movement, and customer communication, managing customer care ticket responses, and closing open services in a timely manner; Conducts Job Site Inspections to maintain adherence to Home Depot installation standards and address customer escalations. Optimizes diverse talent through a demonstrated commitment to equal employment opportunity.
  • 20% - Leadership - The DIM leads the field install team to include hiring, goal setting, and performance management, and ensures teams are operating effectively across their job duties to drive an excellent customer installation experience; Conducts training sessions with direct reports to ensure continual education and improvement; Ensures field install teams are engaged and interacting with business partners to improve the overall customer experience and maintain positive working relationships; In partnership with the Sales Manager, ensures the install team is regularly reviewing with the sales team differences on measures, product, and job changes to ensure the overall customer experience improves through shared learning and process improvement.
  • 40% - Operations - Utilizes data, reporting, and related systems to identify trends and responds to ensure cycle time goals, customer satisfaction targets, reorder rates, and gross margin targets are met or exceeded; Ensures PIIs (Pre-installation Inspections) are occurring timely and conducts measure audits and Job Site Inspections (JSIs) to improve the team's skill and knowledge across the install life cycle; The DIM maintains store and Core Services team relationships through store events, efficient Care Ticket resolutions, and professional communications; Manages associates to ensure timely job starts, professional customer interactions, efficient completion of job flow tasks, task completions, service order completions and service provider invoice processing.
Direct Manager/Direct Reports:
  • This position reports to the Branch Install Manager
  • This position has 2-5 direct reports
Travel Requirements:
  • Typically requires overnight travel 5% to 20% of the time.
Physical Requirements:
  • Requires intermittent periods during which continuous physical exertion is required, such as walking, standing, stooping, climbing, and lifting material or equipment, some of which may be heavy or awkward.
Working Conditions:
  • Typically in a comfortable environment but with regular exposure to factors such as temperature extremes, moving machinery, loud noise, and fumes that cause noticeable discomfort or a moderate risk of accident or illness.
Minimum Qualifications:
  • Must be 18 years of age or older.
  • Must be legally permitted to work in the United States.
Preferred Qualifications:
  • Construction/home improvement industry experience
  • Home renovation sales experience
  • Prior experience managing residential home improvement install projects
Minimum Education:
  • The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Preferred Education:
  • The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Minimum Years of Work Experience:
  • 10
Preferred Years of Work Experience:
  • 10
Minimum Leadership Experience:
  • No previous leadership experience
Preferred Leadership Experience:
  • No previous leadership experience
Certifications:
  • None
Competencies:
  • Action Oriented
  • Directs Work
  • Manages Ambiguity
  • Builds Effective Teams
  • Collaborates
  • Communicates Effectively
  • Customer Focus
  • Strong time management and organizational skills
  • Strong negotiating skills
  • Strong business acumen
  • Problem solving and multi-tasking skills
  • Collaborative leadership skills where strong value is placed on partnerships