District Services Manager - Alexandria, VA

About the role

The District Services Manager (DSM) drives Services sales growth by building and sustaining a strategic partnership between Service Providers and the Home Services organization. The role combines relationship management, operational oversight and performance optimization, overseeing the full lifecycle of Service Providers (sourcing, onboarding, expansion, contraction and termination) with the services operations team. It reports to the Field Director Services and has no direct reports.

Key responsibilities

• Customer experience: review customer feedback (Google Reviews, BBB, Medallia IVOC), prioritize and resolve Customer Care cases and escalations, and support store relationships with Service Providers.
• Service provider management (60%): run Partnership Reviews and check-ins, prospect, evaluate and onboard new providers, train them on standards and compliance, run provider events, and carry out field inspections and monthly compliance audits.
• Store support (5%): brief meet-and-greets with new SASMs, resolve installation escalations per SOP SS 08-40, and support promotional events and Home Shows.
• Training and administration (10%): attend weekly field training, weekly calls with managers, and manage calendars and forecasts.

Required profile

• Able to work legally in the United States; must be 18 or older.
• High school diploma or GED; preferred bachelor's degree in a related field.
• 3 years of work experience preferred (4 years preferred); no prior leadership experience required.
• Preferred: retail, home improvement or construction experience, residential remodel project management, negotiation and complaint-handling skills, and excellent written and verbal communication.

Working conditions

• Typically 20% to 50% overnight travel.
• Mostly sits in a comfortable indoor setting, with occasional need to move or lift light items.
• Pay range for California, Colorado, Connecticut, Rhode Island, Nevada, New York City, Ithaca (NY), Westchester County (NY) and Washington residents: $90,000 - $120,000.