You're using an older version of Internet Explorer that is no longer supported. Please update your browser.
The Home Depot Canada

Service Provider Manager - Calgary

Full Time
7 days ago
Intro Statement
Do you know what makes The Home Depot the largest home improvement retailer in the world? Our people. We do all we can to empower those within the Home Depot to tap into their potential and make a difference where it matters most - for our customers and for themselves.

Do you have what it takes to make an impact on the world's largest home improvement retailer?

Discover what it's like to be part of a team responsible for helping millions of people complete thousands of home improvement projects every year. Search corporate careers today.PositionPurpose

The Service Provider Manager (SPM) acts as a strategic partner for the National Installs and Home Services Team to support and drive the Home Services business. They lead service provider management for their assigned providers and territory. They will drive profit from Home Services field based programs through overall sales, gross margin, lead times and quality of service. They are accountable for ensuring providers deliver our customers with exceptional service and workmanship. They will play a critical role in program growth and market sales. They act as the liaison ensuring regional needs are met and are the point of escalation for any issues requiring resolution related to Home Services.

  • Assist in the delivery of reviews for each provider in assigned region and partner in addressing any issues with capacity, cycle times, quality of service and overall performance
  • First contact for issues to do with ‘Project Solutions'
  • Acts as the conduit between providers, stores and the customer, to validate quality
  • Ensure that set pricing, products and gross margins are maintained
  • Works to source new providers as required
  • Analyze metrics including sales, pipeline, measures and gross margin
  • Owns the customer experience for Home Services
  • Work with internal and external partners on issue resolution following escalation and work to reduce time to resolve
  • Conduct Quality Assurance visits based on overall service model established for providers
  • Attend monthly reviews with district partners and quarterly business reviews with low performing teams to identify cause of performance opportunities and work in partnership to develop plans to exceed targets, drive promotional activity and deliver quality leads
  • Provide training support

  • Experience / Knowledge Required:
  • Internal Candidates: Must fulfill minimum time-in-position (1 year) and performance management code requirements (M+, Meets expectation, Consistently demonstrates)
  • The knowledge, skills and abilities typically acquired through the completion of post secondary studies, OR the equivalent combination of education and work experience
  • 5 years of relevant work experience
  • Ability to work a flexible schedule, including overnight travel 20%-50% of the time (travel requirements dependent on territory)
  • Strong interpersonal and communication skills
  • Strong project management skills, preferably in construction, installation, sales, home improvement, field services or 3rd party vendor management
  • Proven conflict management, problem solving, timely decision making and time management skills
  • Strong partnership and influencing skills
  • Proven ability to proactively solve issues with a high sense of urgency and detail orientation
  • Experience with vendor negotiations an asset
  • Valid driver's license
  • Successful candidates will be subject to and must pass a criminal background check
  • Closing Statement
    Thank you for applying to The Home Depot Canada. Our careers allow you to "unleash your inner orange" to improve the lives of our customers and yourself by helping them to complete their projects. Please note applications will only be accepted online and only those candidates under consideration will be contacted.

    The Home Depot Canada is committed to diversity and is an Equal Opportunity Employer.
    Management and Executive