The Home Depot

DISTRICT SERVICES MANAGER

The Home Depot • $80K — $100K *
US-Anywhere
+ 2 other locationsRemote
Retail & Consumer Goods
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 5-7 years in retail, home improvement, or a related field
  • Experience in project management, specifically in residential remodeling
  • Strong negotiation and conflict resolution skills
  • Excellent written and verbal communication capabilities
  • Ability to analyze metrics and drive performance improvements
  • Familiarity with compliance standards and performance metrics
  • High school diploma required; bachelor's degree preferred

Responsibilities

  • Ensure timely resolution of customer service issues by collaborating with Service Providers
  • Conduct regular performance reviews and compliance checks with Service Providers
  • Onboard new Service Providers and maintain a pipeline for potential partnerships
  • Facilitate training and development for Service Providers on operational standards
  • Support store teams in managing relationships with Service Providers
  • Analyze customer feedback to identify service improvement opportunities
  • Perform site inspections to uphold service quality and compliance standards

Benefits

  • Overnight travel required at 20-50% capacity
  • Work primarily within comfortable indoor conditions
  • Opportunities for ongoing training and development
  • Path for building strategic partnerships in the home services space
  • Supporting and collaborating directly with the Home Services organization
Full Job Description
Position Purpose:

The District Services Manager (DSM) plays a pivotal role in driving Services sales growth by cultivating and sustaining a strategic partnership between Service Providers and the Home Services organization. This role requires a blend of relationship management, operational oversight, and performance optimization. DSMs oversee the entire lifecycle of Service Providers, including sourcing, onboarding, expansion, contraction, and termination, in close collaboration with the services operations team. Through the partnership review process, DSMs ensure alignment with business goals, service standards, and compliance expectations.

Key Responsibilities:
  • 25% - Customer Experience and Issue Resolution - Research and review customer feedback from various sources (e.g., Google Reviews, BBB, Medallia IVOC) to identify recognition and service improvement opportunities. Prioritize, follow up, and ensure timely resolution of Customer Care cases, partnering with Service Providers to meet service level agreements (SLAs) and address escalations as needed. Support store relationships with Service Providers and resolve escalations related to service or compliance.
  • 60% - Service Provider Management and Compliance - Schedule, prepare, and conduct Partnership Reviews and regular check-ins with Service Providers to assess performance, ensure compliance, analyze metrics, and collaborate on improvement plans that align with business goals and foster strong ongoing relationships. Support store teams in managing Service Provider relationships and escalations, collaborating with internal partners to address operational challenges, ensure compliance with Home Depot's performance and customer satisfaction standards. Prospect, evaluate, and onboard new Service Providers-including orientation and follow-up during go-live-while developing strategies to maintain a robust pipeline of qualified partners and ensure optimal in-stock levels and service coverage. Facilitate ongoing training and development for Service Providers on operational standards, compliance, and customer experience; organize and lead provider events to support store needs and business growth; and stay informed on market trends and best practices through participation in Merchant strategy calls and Competitor Walks. Execute comprehensive field oversight through regular job site and install inspections to ensure service quality. Lead monthly compliance reviews and audit analysis to proactively identify risks, remediate underperformance, and ensure adherence to standards to prevent financial penalties or service disruptions.
  • 5% - Store Support - Conduct brief meet-and-greets with new SASMs during Services onboarding. Respond to and resolve store escalations related to installation issues, such as installer conduct, service provider delays, and SFI matters, strictly following SOP SS 08-40. Support stores with Service Provider promotional events and Home Shows (e.g., Lead generation or Program Knowledge events).
  • 10% - Training/Development and Administrative Activities - Attend weekly field training sessions or review training materials in the video library to stay current on best practices and new initiatives. Prepare for and attend weekly calls with DM/SM and FDS/DSM to discuss Service-related issues and topics. Practice effective calendar management by reviewing current plans and forecasting for upcoming weeks.


Direct Manager/Direct Reports:
  • This position reports to the Field Director Services
  • This position has 0 direct reports


Travel Requirements:
  • Typically requires overnight travel 20% to 50% of the time.


Physical Requirements:
  • 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.


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:
  • Knowledge or experience in the retail store environment, home improvement industry or general construction industry
  • Experience in residential remodel project management.
  • Demonstrated project management skills.
  • Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers.
  • Excellent written and verbal communication skills.


Minimum Education:
  • The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.


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:
  • 3


Preferred Years of Work Experience:
  • 4


Minimum Leadership Experience:
  • No previous leadership experience


Preferred Leadership Experience:
  • No previous leadership experience


Certifications:
  • None


Competencies:
  • Builds Networks
  • Communicates Effectively
  • Customer Focus
  • Drives Results
  • Manages Ambiguity
  • Manages Conflict
  • Persuades

For California, Colorado, Connecticut, Rhode Island, Nevada, New York City, Ithaca (NY), Westchester County (NY), and Washington residents:

The pay range for this position is between $80,000.00 - $100,000.00

About The Home Depot

The Home Depot is a home improvement retailing company that combines its physical stores with an online presence to provide customers with innovative products at great value. The company specializes in the fields of retail, home improvement, and customer service. The Home Depot was founded in 1978 and is headquartered in Atlanta, Georgia.

The Home Depot Careers

Join the vibrant team at The Home Depot, the largest home improvement retailer in the U.S., where your career can flourish in an environment ripe with opportunities for growth and innovation. As a market leader, The Home Depot offers a variety of job opportunities that allow professionals to thrive in a culture that values leadership, diversity, and professional development. Work You’ll Do At The Home Depot, you’ll be part of a team that’s committed to helping homeowners, builders, and do-it-yourselfers bring their visions to life. Our extensive range of job opportunities spans from store operations to supply chain management, from IT to marketing. No matter where you start, you’ll be doing work that matters, impacting our customers' lives and experiences. Transform Your Career Step into a role within The Home Depot and join a network of over 400,000 associates who are as passionate about building their careers as they are about helping our customers. Leadership at The Home Depot means continuous improvement, embracing diversity, and fostering a culture of inclusion and respect that makes us stronger. Innovate with Us Innovation isn’t just a buzzword at The Home Depot; it’s the backbone of how we do business. We are constantly seeking out new technologies and tools to improve every aspect of our operations, from logistics to customer service. Join us, and bring your unique perspective and skills to a team that’s setting the standard for excellence in the retail industry. Grow and Develop The Home Depot is committed to the growth and development of its associates through robust training programs, leadership workshops, and opportunities for advancement. Whether you’re looking for a part-time position or a full-time career, The Home Depot nurtures your professional growth every step of the way. Internship Programs Dive into the professional world through The Home Depot’s internship programs, which offer a dynamic environment to gain hands-on experience and develop critical skills in various business areas. Our internships provide a platform to connect with leaders and peers, enhancing your resume and preparing you for future employment. Benefits and Culture Choosing to start your career at The Home Depot means more than just securing a job. It means you gain access to unparalleled benefits that support your life and well-being, from health insurance to educational assistance. Our commitment to employees is reflected in our open, supportive culture where everyone’s voice is heard, and every team member’s contribution is valued. Join Our Team Ready to take the next step in your career? Explore the wide range of positions available at The Home Depot, where we’re hiring passionate, curious, and innovative team players. Search open positions that match your skills and interests on our Jobs page. Stay Connected Keep up to date with the latest career tips, company news, and industry insights—all from the people who work here. Subscribe to our Careers Blog and personalize your subscription to receive updates that align with your career interests and goals. At The Home Depot, we don’t just offer jobs—we offer careers that make a difference. Join us, and be a part of something bigger as we continue to invest in your future and our shared success.
Learn more about The Home Depot
Size
490,600 employees
Market Cap
$323 billion
Industry
Retail & Consumer Goods
Net Income
$12.8 billion
Founded
1978
5 Year Trend
+9.8%
Revenue
$132.1 billion
NASDAQ
HD
* Ladders Estimates

Similar Jobs

Ad banner background

Get Ready For Your
Next Interview

More Jobs at The Home Depot

More Retail & Consumer Goods Jobs

Find similar DISTRICT SERVICES MANAGER jobs:

NationwideRemote