Manager ePro Ops Support
The Home DepotPosition 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 ther…