Installation Manager (roofing - siding - windows), MILWAUKEE - Full-time / Part-time

Position Purpose

Home Depot Exteriors is responsible for the Installation of premium Roofing, Siding, and Windows remodeling products offered in over 26 markets.  The Installation Services Manager (ISM) is a critical role in the Home Services organization at The Home Depot.  ISMs cover up to 3 districts based on geography. Their primary responsibilities are to drive quality and customer service through management of the relationship with Service Providers (installer companies) bases on geographic location, relative skills and capabilities, ensuring store connectivity and driving Issue Resolution as it is related to Home Depot's Installation services.  The ISM is responsible for the fulfillment of the project after the point of sale.  They are also responsible for hiring and managing Service Providers.  The function is also responsible for ensuring results meet and exceeds performance standards and metrics relating to timely completion of jobs, minimal service issues and installing 100% of backlog within the branch. The Installation Services Manager is also responsible for installer capacity and quality installations. 

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES

• Service Provider Quality Management - develop and maintain professional customer and Service Provider (SP) relationships. Responsible for the recruitment, assignment, retention and quality assurance of SP's within the assigned market area. Negotiate terms of contracts with SPs. Authorized to provided immediate feedback to SPs on discretionary project modifications to improve result performance. Conduct job site inspections and evaluations of the final product delivered by the SPs. Execute consistent monthly Quality Reviews with select SPs to drive high customer service.
• Branch/Store Support - Communicates with Branch Management, Sales Managers and Project Coordinators to drive customer service metrics of cycle time and VOC. Responsible for cost controls of materials and labor charges. May act as an interface with Sales and Store associates to provide technical training and support. Support lead generation events. Partner with Sr. Leadership to execute Program initiatives. Escalates potential program gaps by engaging business reviews and developing attack plans for under-performi We are an Equal Opportunity Employer and do not discriminate against applicants due to race, ethnicity, gender, veteran status, or on the basis of disability or any other federal, state or local protected class.

MINIMUM QUALIFICATIONS
Minimum Age: 18 Must pass drug and background tests.

EDUCATION REQUIRED
The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

YEARS OF RELEVANT WORK EXPERIENCE - 03

PHYSICAL JOB 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.

ADDITIONAL REQUIREMENTS
• Strong communication skills (written and verbal) -proven customer interaction • Project management skills/leadership skills • Experience in residential remodel project • Management and problem solving skills

Preferred Qualifications

• Strong Knowledge of roofing, siding windows
• Project fulfillment after the Point of Sale
• Knowledge or experience in the retail store environment, home improvement industry or general construction industry
• Experience in residential remodel project management

KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES
• Creates customer-focused environment, provided excellent customer service, sees business through the eyes of the customer • Ability to identify root causes and solve issues with a high sense of urgency and detail • Excellent communication skills. Able to communicate at all levels. • Proven ability to negotiate and manage issues/conflicts • Basic to intermediate computer skills, knowledge of Microsoft Office programs • Strong organizational skills, strong time, workload and project management skills • Self motivated