Services Manager Ops Process

Position Purpose:

Manage and optimize Services operations by identifying operational challenges, designing scalable solutions, and driving continuous improvement initiatives that elevate field execution and business performance. Leverage quantitative data, business intelligence, digital tools (including AI capabilities) and field insights to diagnose root causes, establish baseline metrics, and measure post-implementation results. Partner directly with field teams to co-develop practical solutions, structure and lead operational pilots, and scale proven programs across the network. Collaborate seamlessly across cross-functional Services teams - including Merchandising, Sales, Field Operations, Finance, Human Resources, and Analytics - to align operational priorities, drive change management, and deliver measurable gains in productivity, customer satisfaction, and profitability.

Key Responsibilities:

• 20% Develop and Implementation - Develop and implement changes that improve overall services operations processes that are likely to add value to the organization’s bottom line. Manage/drive core services operations projects and/or process improvements.
• 15% Manage day-to-day process - Manage day to day processes related to their areas of responsibility. Create and maintain project work plans.
• 10% Analyze Components - Analyze the fundamental components of problems and communicate the correct course of action to the team and the resolution to the field.
• 10% Analyze Industry - Prepare and deliver high-level insights and recommendations based on multiple analyses of industry/ business, competitive landscape, consumer data for area of expertise.
• 10% Communicate Effectively - Communicate effectively and build strong, effective partnerships with the field/service providers and throughout The Home Depot.
• 10% Maintain Knowledge Base - Maintain knowledge base regarding specific operations and processes within store operations.
• 10% Manage Issues & Roadblocks - Manage issues and roadblocks that arise related to their area of responsibility.
• 10% Training - Provide guidance and training specific to area of expertise. Assist in collaborating findings from data and making verbal/written recommendations. Demonstrate proficiency/understanding of specific processes.
• 5% Anticipate Field and Service Provider Needs - Respond proactively to unanticipated field and service provider needs arising out of a variety of inputs. Manage action steps necessary for successful execution of both strategic projects/initiatives and process improvement.

Direct Manager/Direct Reports:

• This Position typically reports to Senior Manager Ops Process.
• This role has 0 direct reports.

Travel Requirements:

• Typically requires overnight travel 5% to 20% 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:

• 3+ years of experience in process improvement, operations management, corporate consulting, or operational analytics - preferably within retail, field installation services, or home services operations.
• Proven track record of structuring, launching, and managing operational pilots and proofs-of-concept, iterating based on field feedback, and successfully scaling solutions across a multi-unit or field environment.
• Demonstrated ability to query, analyze, and synthesize complex operational datasets to identify inefficiencies, build business cases, and track pre- and post-launch KPIs/ROI.
• Ability to build consensus and partner cross-functionally across Merchandising, Sales, Field Leadership, Finance, HR, and Analytics, effectively influencing stakeholders without direct authority.
• Strong field-advocacy mindset with direct experience partnering with field managers and service providers to understand store/job-site realities and drive front-line operational adoption.
• Working proficiency with data querying and cloud analytics tools (e.g., SQL, Google BigQuery) and BI visualization platforms (e.g., Tableau, Power BI) to independently generate actionable operational reporting and diagnostics.
• Familiarity with structured operational methodologies (e.g., Lean Six Sigma, Kaizen, Agile, or Project Management Professional [PMP] certification).

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:

• 5

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• No previous leadership experience

Preferred Leadership Experience:

• 1+ year of previous leadership experience

Certifications:

• Certified Project Management Professional (PMP)

Competencies:

• Action Oriented
• Manages Ambiguity
• Communicates Effectively
• Strategic Mindset
• Strong business, functional and/or store knowledge for their area of responsibility
• Strong operations, retail and/or field experience required
• Ability to partner/communicate well with the field/stores
• High sense of urgency in responding to field needs
• Strong big picture; strategic thinking skills
• Strong quantitative skills such as statistics and data analysis