Home Depot HDE Director Operations in Atlanta, Georgia
Under direction of the Senior Director Customer Contact Centers , the incumbent is responsible for managing near and mid-term activities, strategies, and policies for THD s exterior home improvement national operations which include its national Operations Center, job processing, material ordering, scheduling, job process management, sales paperwork processing, compliance, service provider (SP) recruiting, SP capacity management, SP quality, SP administration of compliance & standards, and overall field sales, service, and installation compliance and efficiency. Broadly this position is responsible for the installed revenue and operating margin for a 500M installed revenue business with particular emphasis on job process management from point of sale through customer sign off of their installed project. Primarily this service occurs through the Operations Center and through the company s 1,700 field Service Providers. This is to be accomplished by providing strong leadership, guidance, and expertise while demonstrating THD Values in a consistent manner.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
20% Leads a centralized national Operations Center of 160 associates with responsibility for product ordering, job scheduling, services, and accounts receivable in support of 26 branches, 500M in installed revenue through 100,000 annual installed jobs which includes P&L accountability around installation capacity and performance.
20% Defines roles, routines, policies, practices, and procedures for the Operations Center to provide the optimal level of branch level field support for 26 BIMs & and 200 ISMs responsible for local market level job-in-process management, Service Provider crew management, and capacity management of SPs.
15% Partners with Sr. Director of Field Sales and Installation to ensure sales and installation teams are operating with strong communication and process effectiveness as well as cross functional support partnership with teams such as Merchandising and I.T. to drive advanced planning and design integration with the Ops Center.
15% Manages the company s compliance function which includes Service Provider onboarding, adherence to state and local insurance standards & licensing, building permit compliance, sales practices such as lead paint testing, proper state licenses on record through Service Providers, field personnel, and direct team members.
15% Forecasts, plans, and administers national sourcing and recruiting efforts of Service Providers to ensure proper level of skilled installation labor are licensed and on-boarded to meet demand across all markets.
15% Manages installer (SP) relations of 1,700 companies and 2,700 crews to include onboarding, of new Service Providers, development & monitoring to ensure adherence to industry standards, labor rates, quality, and national job-in-process auditing standards used by ISMs.
NATURE AND SCOPE
Position reports to VP, At Home Services
Number of direct reports - 6
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel 5% to 20% of the time.
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
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.
Years of Relevant Work Experience: 10 years
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Knowledge, Skills, Abilities and Competencies:
National process management experience.
Centralized service model or large geography customer management experience.
Home Improvement installation experience preferred.
3rd party vendor management experience We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.