Senior Home Service Operations Manager — Customer Experience

🏢 ABOUT THE COMPANY

Home Depot, founded in 1978 by Bernie Marcus and Arthur Blank, is the world's largest home improvement retailer with over 2,200 stores across North America. Our mission is to deliver to the end user, customers, the highest level of customer experience through our service, products and advice. As a global leader in the home improvement industry, we are committed to creating a positive impact on the lives of our customers and the communities we serve. Our company culture emphasizes teamwork, respect, innovation, and continuous improvement. Through our core values of providing excellent customer service, delivering quality products and solutions, and maintaining a safe and inclusive work environment, we strive to be a great place to work.

🎯 ROLE OVERVIEW

The Senior Home Service Operations Manager will be responsible for overseeing the day-to-day operations of our Home Service team, ensuring seamless delivery of customer service and product solutions. Reporting to the Director of Operations, this role will play a critical part in driving customer satisfaction and loyalty. You will have the opportunity to make a significant impact on our customer experience, fostering a positive and inclusive work environment that promotes collaboration, innovation, and growth.

📋 KEY RESPONSIBILITIES

- Develop and implement operational strategies to improve customer satisfaction and loyalty.

- Lead and manage a team of Home Service professionals, providing coaching, guidance, and performance feedback.

- Collaborate with cross-functional teams to deliver customer-centric solutions and services.

- Analyze customer feedback and operational data to identify areas for improvement and implement process changes.

- Ensure compliance with company policies, procedures, and regulatory requirements.

- Develop and manage budgets, forecasts, and performance metrics to drive operational excellence.

- Identify and capitalize on business opportunities to drive growth and revenue expansion.

- Foster a culture of innovation, encouraging experimentation and learning from failures.

- Develop and maintain relationships with key stakeholders, including customers, partners, and suppliers.

- Stay up-to-date with industry trends, best practices, and emerging technologies to drive innovation and operational efficiency.

✅ REQUIRED QUALIFICATIONS

- 5+ years of experience in operations management, customer service, or a related field.

- Bachelor's degree in Business Administration, Operations Management, or a related field.

- Proven track record of leading high-performing teams and driving customer satisfaction.

- Strong analytical and problem-solving skills, with the ability to collect and analyze data to inform business decisions.

- Excellent communication, interpersonal, and leadership skills, with the ability to interact with diverse stakeholders.

- Experience with data-driven decision-making and performance metrics.

- Strong understanding of customer service principles, quality management practices, and operational excellence methodologies.

⭐ PREFERRED QUALIFICATIONS

- Master's degree in Business Administration, Operations Management, or a related field.

- Experience in home improvement, retail, or a related industry.

- Knowledge of customer relationship management (CRM) software and tools.

- Certification in Lean Six Sigma, Quality Management, or a related field.

- Experience with budgeting, forecasting, and financial analysis.

💰 WHAT WE OFFER

- Competitive salary range: £50,000 - £80,000 per annum.

- Comprehensive health insurance package, including medical, dental, and vision coverage.

- Generous retirement plan, including a 401(k) matching program.

- Flexible vacation policy, with 25 days of paid time off per year.

- Annual learning and development budget, to support professional growth and development.

- Hybrid remote work policy, with flexibility to work from home and in the office.

- Collaborative and inclusive team culture, with opportunities for socialization and community engagement.

👥 ABOUT THE TEAM

Our Home Service team is a dedicated group of professionals who are passionate about delivering exceptional customer service and product solutions. With a focus on collaboration, innovation, and growth, we work together to drive customer satisfaction and loyalty. Recent wins include the launch of a new customer service platform, which has resulted in significant improvements in first-call resolution rates and customer satisfaction scores. We are excited to welcome a new team member who shares our commitment to delivering outstanding customer experiences.

📨 HOW TO APPLY

To apply for this exciting opportunity, please submit your resume, cover letter, and a brief summary of your experience in operations management and customer service. We look forward to reviewing your application and learning more about your qualifications and interests.

📋 Job Details

Job Type	🌐 Remote
Location	Remote, GB
Address	1 Home Depot Way, Slough, SL1 2DJ, SL1 2DJ
Salary	GBP 50,000 – 80,000 / year
Industry	General
Company	Home Depot
Valid Until	2026-10-13

📨 How to Apply

Submit your updated CV and a brief cover letter to Home Depot. Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted within 2 weeks of applying.