Manager, Pro Capabilities Operations

With a career at The Home Depot, you can be yourself and also be part of something bigger.

Position Purpose:

The Manager, Pro Capabilities – Pro Trade Credit Operations will support The Home Depot’s Pro strategic growth initiatives by leading operational workstreams that deliver a seamless, reliable Pro Trade Credit customer experience. This role will own the development, testing, execution and ongoing improvement of processes supporting account servicing, invoicing, payments and issue resolution. The manager will translate customer feedback and operational data into actionable insights, prioritize opportunities to reduce friction and drive measurable improvements in service quality and operational effectiveness. Working across internal teams and external partners, this role will identify gaps in the current customer experience, strengthen field communication and enablement, and ensure operational readiness as new capabilities launch and scale. Strong leadership, communication, analytical and problem-solving skills are critical to aligning stakeholders, resolving operational challenges and delivering business priorities.

Key Responsibilities:

- 30% Leadership - Responsible for the assessment and selection of talent, builds effective teams, develops others through coaching feedback and guidance, aligns goals, and creates a positive culture through driving engagement
- 20% Project Management - Responsible for individual or team to drive the creation and implementation of new initiatives using diverse problem-solving methodologies; May work on small to medium initiative-specific projects within workstreams; Effectively communicates projects and recommendations through accurate documents and presentations; Has the ability to present and deliver to a wide variety of stakeholder including executive leaders and sponsors
- 20% Develop Recommendations - Prioritizes team issues and brainstorm/develop solutions and recommendations by leading or working within a diverse cross-functional team (store leaders and associates, merchants, internal and external teams, vendors, etc.
- 15% Business Acumen / Data Analysis - Responsible for ownership of individual or team work through Identifying, researching and measuring ongoing effectiveness of programs against metric targets; Develop and execute ongoing enhancement/optimization strategy based on measured performance and customer feedback; Trouble shoot and problem solve for ongoing operational needs as they arise
- 15% Collaboration - Partner cross-functionally with organizational teams, internal and external clients, management and others in driving change within Home Depot

Direct Manager/Direct Reports:

- This position typically reports to Sr. Manager or Director
- This position has 0-4 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 eighteen years of age or older.
- Must be legally permitted to work in the United States.

Preferred Qualifications:

- Working knowledge of Microsoft Office Suite
- Working knowledge of Google Big Query and Tableau or similar tools
- Working knowledge of presentation software (e.g., Microsoft PowerPoint)
- Demonstrated ability to collaborate and work effectively with cross-functional teams
- Ability to develop and apply advanced mathematical/statistical techniques
- Ability to convey complex or technical ideas and processes in easy-to-understand terms to diverse audiences
- Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers
- Excellent written and verbal communication skills
- Consulting and/or retail experience
- 4+ years of previous leadership experience

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:

- None

Preferred Leadership Experience:

- None

Certifications:

- None

Competencies:

- Decision Quality
- Collaborates
- Drives Engagement
- Ensures Accountability
- Plans and Aligns
- Communicates Effectively
- Customer Focus
- Drives Results
- Manages Conflict