Sr Manager National Account Ops Support

With a career at The Home Depot, you can be yourself and also be part of something bigger.

Position Purpose:

The Sr Manager National Account Ops Support plays a critical role in driving sales performance and customer satisfaction at The Home Depot. This leader oversees an inside sales and operations support organization, ensuring the highest level of service and support for our Pro customers. The role is essential for maintaining and growing our customer base. This role leads and manages operational processes and operations across both corporate and sales support center environments for national account customers, driving strategic initiatives and process improvements that enhance business efficiency, customer satisfaction, and support growth. This role partners with cross-functional teams—including national sales, sales operations and enablement, and the Pro Digital Experience Team—to deliver best-in-class inside sales and operations support aligned with Home Depot's national accounts business goals. The Senior Manager will also oversee day-to-day operations, develop talent, and ensure high service levels through data-driven decision-making and a proactive problem-solving mindset. The Sr Manager identifies, analyzes, and delivers compelling customer insights that drive clear business actions and outcomes, championing a best-in-class Pro customer experience across all channels and platforms. The role partners with multiple departments, travels to customer job sites and distribution locations, and ensures seamless alignment on initiatives. Strong leadership, communication, and analytical skills are essential, as the position leads workstreams to meet business priorities and supports The Home Depot's commitment to providing the highest level of service. 

Key Responsibilities:

• 35% - Associate Experience - Deliver high-level insights and recommendations based on analysis of industry trends, competitive landscape, and customer data.
• Coordinate with market sales leaders to gather insights and understand internal and external customer needs. Provide actionable feedback to business partners to improve customer satisfaction and operational outcomes. Leading new initiatives and special projects aimed at enhancing service and increasing sales.
• 30% - Leadership & Team Development - Oversee, train, and coach an inside sales support organization that proactively anticipates customer needs and drives sales growth for our customer base. Manage staffing, performance management, and development plans for direct reports. Build strong partnerships across national sales team, sales operations and enablement team, and Digital Experience Team to ensure collaboration and alignment.
• 35% - Sales Strategy & Execution - Develop and implement sales support strategies that deliver on customer needs and drive sales growth, expanding the customer base. Analyze complex operational challenges, identifying root causes and implementing solutions that improve performance and customer experience. Create and maintain detailed project work plans, ensuring alignment with organizational goals and timely execution. Monitor and report on service level standards, operational metrics, and budget adherence.
   

Direct Manager/Direct Reports:

• This Position typically reports to the Typically reports to a Director/ SR Director/VP
• This position has 1-9 Direct Reports

Travel Requirements:

• Typically requires overnight travel 15% to 20% of the time
   

Physical Requirements:

• Most of the time is spent sitting or standing in the same location or there may be a need to stoop regularly or move/lift light material or equipment (typically less than 8 pounds).
   

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
   

Minimum Qualifications:

• Must be 18 years of age or older
• Must be legally permitted to work in the United States
   

Preferred Qualifications:

• Working knowledge of Microsoft Office Suite
• Working knowledge of presentation software (e.g., Microsoft PowerPoint)
• Demonstrated ability to collaborate and work effectively with cross-functional teams
• Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers
• Excellent written and verbal communication skills
• Proven work experience as an Inside Sales Manager or Senior Manager.
• Hands-on experience with CRM software 
• Experience in B2B sales environments. 
   

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:

• No additional education.
   

Minimum Years of Work Experience:

• 3
   

Preferred Years of Work Experience:

• No additional work experience
   

Minimum Leadership Experience:

• 3
   

Preferred Leadership Experience:

• No additional leadership experience
   

Certifications:

• None
   

Competencies:

• Builds Effective Teams
• Manages Complexity
• Communicates Effectively
• Customer Focus
• Develops Talent
• Drives Results
• Strategic Mindset