Home Depot REGIONAL SERVICES MGR- SEATTLE WA in Seattle, Washington
Accountable for the leadership of installation and post-installation services within assigned Regions. Ensures that customers receive the highest level of customer service by managing the people and processes associated with installations. Oversees multi-functional work teams made up of District Service Managers. Accountable for metrics such as capacity, cycle time, QOB, Voice of the Customer scores, customer service and Service's Sales.
MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
20% Drives profit from installed programs through service delivery and quality assurance across assigned Regions; monitors program specifications, costs and retails to ensure positive improvements; conducts Service Provider line reviews to ensure quality standards and service level agreements are met; conducts random field visits to assess Service Provider performance; takes appropriate action to ensure store concerns and provides closed loop feedback to key business partners
20% Responsible for recruiting, hiring, training, coaching and mentoring a team of District Service Managers
20% Ensures execution of installer strategy and capacity for assigned Regions. Utilizes monthly stat report, cycle time reports and purchase journal data, to assess market capacity; recruits and manages primary Service Providers to ensure Home Depot compliance to state and municipal requirements; interfaces with Sourcing to assess potential new Service Providers.
20% Partners with National Installation Merchants to implement new program strategies; communicates Service's initiatives to Field Leadership such as RVP, DM, SM, SASM to ensure Store Leadership is updated and educated on new programs in order to drive sales.
20% Responsible for handling escalated customer issues; works with Field Leadership teams to resolve critical customer care issues.
NATURE AND SCOPE
Position reports to the Division Services Director
Accountable for direct supervision of the work activities of others. In addition to personnel issues -- including selection, termination, performance appraisal and professional development of subordinates.
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel less than 10% of the time.MINIMUM QUALIFICATIONS
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: 5 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.
Prior experience managing and developing a multi-state dispersed workforce. Strong communication skills both written and verbal.
Bachelor's Degree in a related field of study
Computer experience incuding MS Word, Excel and Powerpoint
Proven ability to drive strategy through input, delivery and implementation of initiatives
Strong people skills; former experience managing a sales and/or project team
Knowledge, Skills, Abilities and Competencies:Construction and or project management expertise; Sales management expertise
Customer, quality and sales driven
Third party vendor management experience to include negotiating and contract management
Demonstrated experience in process management and the implementation of strategic initiatives
Ability to work with multiple levels and influence key stakeholders in a dual reporting environment with competing priorities 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.