Position Purpose:

Manager Pro Business is responsible for managing customer and partner onboardings for our Pro Integrated Commerce team.  Key responsibilities include developing and implementing onboarding processes that guide customers through their initial interactions. Conduct welcome calls, set up customer accounts, and provide training sessions to familiarize clients with product features. Collaborate closely with various departments, such as sales, customer support, and product development, to ensure alignment in the onboarding strategy. Manage and update onboarding documentation to ensure the workflow is efficient. Monitor user engagement and address any issues that arise during the onboarding phase. Find solutions for optimizing the customer onboarding process and collaborate with the team to implement them. Conduct onboarding meetings, product tours, company presentations, and product demos. Educate customers and work with the team to optimize their product setup for the quickest path to success.

Key Responsibilities:

• Develop Recommendations: Prioritize issues and brainstorm/develop solutions and recommendations by working with a diverse group of people (store personnel, merchants, other HD companies, non-HD companies, vendors, etc.)
• Evaluate Results: Analyze the financial results of initiatives versus projections through financial analysis, control stores, and other benchmarks. Evaluate the operational issues of initiatives by walking stores, talking to associates, talking to customers and interviewing merchants.
• Project Management: Handle the day-to-day issues associated with implementing a new initiative. Partner cross-functionally with organizational teams, Pro customers, management and others in driving change within The Home Depot Pro. Use diverse problem-solving methodologies to understand the fundamental parts of the problems and communicate the solutions effectively.

Direct Manager/Direct Reports: Reports to Senior Manager of Pro Business. This position has 2 direct reports.

Travel Requirements: Typically requires overnight travel less than 10% of the time.

Physical Requirements: Frequent periods are spent standing or sitting in the same location with some opportunity to move about; occasionally there may be a need to stoop or lift light objects (typically less than 8 pounds).

Working Conditions: Typically located in a comfortable indoor area. There may be regular exposure to mild physical discomfort from factors such as dust, fumes or odors, temperature extremes, loud noise, strong drafts, or bright lights.

Minimum Qualifications: Must be eighteen years of age or older. Must be legally permitted to work in the United States.

Preferred Qualifications:

• Minimum 2 years of experience in customer onboarding, communications, customer service and support, sales, account management, or customer success.

• Leadership & Planning Experience- Provide direction, guidance and support to deliver consistent and effective communication, share best practices, give feedback, develop, while providing recognition for direct/indirect reports. Participate in project prioritization, preparation, and planning.

• Strong communication skills and the ability to follow customer narratives to understand their point of view and find workable solutions to their issues.

• Strong analytical and goal-oriented mindset backed by basic-to-advanced project management skills.

• Advanced IT&C knowledge and capabilities with demonstrated ability to ability to learn new software tools on the job.

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: 4 years

Preferred Years of Work Experience: 4 years

Minimum Leadership Experience: None

Preferred Leadership Experience: 2 years

Competencies:

• Strong leadership skills and personal initiative as well as passion for the business

• Strong communication skills – both written and verbal

• Ability to work with all levels within an organization and to lead without positional authority

• Business judgement – broad and general business knowledge and the ability to understand the big picture

• Strong analytical and problem solving skills including logical, structured thinking and strong quantitative skills