Contractors’ Warehouse —
Director of Business Operations & Strategic Initiatives – HDES

Position Purpose:

The Director of Business Operations and Strategic Initiatives for Equipment Services is a key strategic leader responsible for building and sustaining the operational infrastructure that powers a high-performance field services organization of over 500 technicians across the U.S. and Canada. This role ensures that field teams are equipped, enabled, and supported through robust systems, scalable processes, and cross-functional collaboration.

A foundation in LEAN leadership, practical application of engineering knowledge and skills along with broad supply chain management experience will be impactful levers as the Director drives operational excellence by identifying inefficiencies, optimizing support programs, and aligning resources to business priorities. This position plays a critical role in developing and motivating high-performing teams, fostering a culture of continuous improvement, and delivering measurable results in service delivery, customer satisfaction, and profitability.

The Director will leverage P&L acumen to ensure that operational initiatives not only support frontline execution but also contribute to strategic growth and margin improvement. Serving as a trusted partner to Field Operations, HR, IT, Logistics, and senior leadership, this role transforms field-level insights into scalable strategies that enable consistent execution, accountability, and innovation across the enterprise.

Direct Reports will include Sr. Managers/Managers

Key Responsibilities:

• Partner with others across Home Depot to ensure operational areas are considered in project plans.
• Coordinate responsibilities of Operations Managers and Analysts. Support and partner with
• Operations Strategy Team in developing, staffing, piloting and implementing process improvements
• within the stores.
• Responsible for the overall project work flow and roll-out schedule in regard to operational area.
• Measure impact of changes and new projects on operational area.
• Remain up-to-date on operational area of expertise to meet requests for improvement and practice
• continuous process improvement.
• Partner with Field Implementation Managers to establish project metrics and tollgates in relation to
• operational expertise.
• Use expertise in strategic thinking and process design to drive successful improvements in
• operational area; work toward quick implementation and quick return on investment.
• Evaluate needs of multiple project requests and impact on operational area, aggregate data gathered
• by Operations Analysts and ensure needs of projects are met.
• Selects, develops, and motivates assigned staff.

Direct Manager/Direct Reports:

• Direct and indirect reports typically include 5 professionals and 14 support associates.
• Typically requires interpersonal skills for dealing with sensitive or controversial situations.
• Typically faces situations that have a variety of interpretations and require careful evaluation.
• Typically considers new approaches within general policies and short-term goals when solving
• problems.
• Typically expected to provide infrequent status reports to management only as appropriate.

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:

• Usually in a comfortable environment but with regular exposure to factors causing moderate physical discomfort from such things as dust, fumes or odors.
• Under regular pressure to meet deadlines, quotas and/or must frequently deal with difficult issues related to people or situations.

Minimum Qualifications:

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

Preferred Qualifications:

• Bachelor’s degree in Operations, Business, Engineering, or a related field; Master’s degree
• Minimum of 8 years of progressive experience in field or service operations, operational support, or process improvement
• Proven leadership of cross-functional and cross-regional teams supporting large-scale technician workforces
• Strong working knowledge of field service management systems (e.g., FSM, ServiceMax, Salesforce Field Service, SAP)
• LEAN leadership foundation.  
• Practical application of engineering knowledge and skills
• Broad supply chain management experience
• Demonstrated ability to implement scalable strategies based on field-level insights
• Experience managing technician support programs (onboarding, certifications, dispatch, parts logistics, etc.)
• Familiarity with service operations across the U.S. and Canada, including applicable compliance and regulatory factors
• Ability to influence across departments including Field Operations, IT, HR, Training, and Logistics

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:

• 8

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Core Competencies: 

• Ensures Accountability – Holds self and others responsible to meet commitments and deliver results
• Plans and Aligns – Creates plans and aligns resources to meet organizational objectives
• Optimizes Work Processes – Continuously improves workflows for efficiency and effectiveness
• Strategic Mindset – Anticipates trends and positions the organization for long-term success
• Manages Complexity – Makes sense of complex, high-volume information to drive action
• Drives Engagement – Builds a climate where people are motivated to do their best work
• Balances Stakeholders – Effectively manages internal and external relationships with empathy and professionalism
• Collaborates – Partners across boundaries to drive collective success
• Financial Analysis and business acumen
• Strong analytical and problem-solving skills