Manager ePro Ops Support

Position Purpose:

The Manager eProcurement Ops Support plays a critical role in driving customer satisfaction, retention, and business growth for The Home Depot's eProcurement platform. This leader oversees the Inside Sales Support team serving ePro customer accounts, delivering the hands-on support that automated processes cannot, including order processing issue resolution, invoicing, invoice reconciliation, and fulfillment support, to ensure customers receive accurate, on-time fulfillment and a consistently exceptional end to end service experience.

This role is responsible for transforming the support model into a scalable, account-centric model that aligns resources to key account customers. The Manager will build the foundational components needed to support significant growth and deliver excellent customer experience, including workflows, issue resolution processes, account ownership, and success measures.

The Manager also oversees day-to-day operations, develops talent and talent pipeline, ensures high service levels through data-driven decision-making and a proactive problem-solving mindset. The role identifies, analyzes, and delivers compelling customer insights that drive clear business actions and outcomes.

This role partners closely with cross-functional teams, including national sales and account management, sales operations and enablement, eProcurement platform and technology teams, HR, and the Pro Digital Experience Team, to deliver best in class inside sales and operations support aligned with Home Depot's national accounts business goals. Strong leadership, change management, communication, and analytical skills are essential, as the position leads workstreams to meet business priorities and supports The Home Depot's commitment to providing the highest level of service.

Key Responsibilities:

• Analyze the fundamental components of problems and communicate the correct course of action to the team and the resolution to the field.

• Develop and implement changes that improve overall store operations processes that are likely to add value to the stores' bottom line. Manage/drive core store operations projects and/or process improvements.

• Manage day to day processes related to their areas of responsibility. Create and maintain project work plans.

• Manage issues and roadblocks that arise related to their area of responsibility.

• Respond proactively to unanticipated store needs arising out of a variety of inputs. Manage action steps necessary for successful execution of both strategic projects/initiatives and process improvement.

• Communicate effectively and build strong, effective partnerships with the field/stores and throughout The Home Depot.

• Prepare and deliver high-level insights and recommendations based on multiple analyses of industry/ business, competitive landscape, consumer data for area of expertise.

• 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.

• Maintain knowledge base regarding specific operations and processes within store operations

• Responsible for appropriate selection, terminations, performance appraisal and professional development of support team (Business Analysts).

Direct Manager/Direct Reports:

• Direct and indirect reports typically include 2-5 Business Analysts.

• Typically requires frequent persuasion or influencing of others. Usually assigns and reviews work of others.

• Typically procedures for analyzing situations and making conclusions are very diverse.

• Typically considers among many different options or procedures when solving problems.

• Typically, once given general assignments, determines priorities and defines what should be done and how to do it.

Travel Requirements:

• Typically requires overnight travel less than 10% 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.

• Under constant pressure to continuously meet tight deadlines, demanding quotas and/or must regularly deal with difficult situations.

Minimum Qualifications:

• Must be eighteen years of age or older.

• Must be legally permitted to work in the United States.

Preferred Qualifications:

• Experience leading a support or operations team through significant change or transformation

• Proven change management skills, including stakeholder alignment and driving adoption of new processes

• Experience leading and developing teams in inside sales support, customer operations, or account management environments

• Strong analytical skills, with the ability to turn data into customer insights and business actions

• Experience supporting large enterprise or national B2B customers

• Ability to collaborate with and influence cross-functional teams

• Ability to manage escalations and resolve disputes with internal and external customers

• Excellent written and verbal communication skills

• Hands-on experience with CRM and case management tools

• Working knowledge of Microsoft Office Suite, including PowerPoint

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:

• Strong business, functional and/or store knowledge for their area of responsibility

• Leadership and management experience preferred

• 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.

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.