Installation Services Manager D157/356

at  The Home Depot Canada

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

• 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 meeting