Senior Director, Online Customer Experience and Product Management - Home Services

Senior Director, Online Customer Experience and Product Management - Home Services

Position Purpose
The Senior Director of Home Services Online Customer Experience and Product Management is responsible for defining and executing the vision for The Home Depot’s Home Services digital experience. This leader will integrate digital and in-person touchpoints to ensure a seamless journey for customers, associates, and service providers.

Success in this role requires a deep understanding of customer experience, associate workflows, and service provider operations. The ideal candidate will unify the digital experience across internal and external platforms, navigate organizational complexity, and translate business challenges into a strategic product roadmap that drives growth and maximizes ROI.

Key Responsibilities

• 30% Strategy & Execution : Shape and drive the vision and roadmap for the Home Services digital experience, optimizing the full journey for customers, associates, and service providers.
• 30% Planning & Alignment : Lead cross-functional teams and business partners to deliver results.
• 20% Strategic Communication : Facilitate complex discussions with clear, audience-tailored presentations and journey maps that support stakeholder alignment and informed decision-making.
• 10% Market & Technology Awareness : Monitor emerging trends, technologies, and industry shifts to inform strategy and identify innovation opportunities.
• 10% Leadership Development : Coach, mentor, and develop direct and indirect reports to build high-performing, future-ready teams.

Core Competencies

• Strategic & Innovative Thinking : Connects end-to-end experiences and identifies growth opportunities through innovation.
• Leadership & Business Acumen : Demonstrates strong business case development and ROI analysis; builds and scales diverse, high-performing teams.
• Results Orientation : Drives outcomes through structured planning, cross-functional collaboration, and disciplined execution.
• Adaptability : Navigates ambiguity and leads through change with resilience and clarity.
• Strategic Communication & Influence : Crafts compelling narratives and facilitates decision-making through well-organized presentations and journey mapping.
• Technical Acumen : Guides Product Management and User-Centered Design teams in building strategic roadmaps, including AI applications and emerging technologies.

Useful Technical Skills (Not All Required)

• Data-Driven Growth : Skilled in leveraging data analytics, A/B testing, and traffic analysis to optimize user experience and accelerate growth.
• Technical Acumen : Familiar with Agile/Scrum methodologies, system architecture (APIs, cloud computing), and adept at translating technical concepts across teams.
• AI/ML & Emerging Technologies : Strategic understanding of how to apply artificial intelligence, machine learning, and emerging technologies to enhance digital experiences.

Reporting Structure
Reports to: Vice President, Strategy & Operations
Direct Reports: Up to 3

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.

Working Conditions
Located in a comfortable indoor area.

Minimum Qualifications
Must be 18 years of age or older.
Must be legally authorized to work in the United States.

Preferred Qualifications

• Deep expertise in e-commerce or services-based platforms.
• Strong business acumen, including experience with business case development and ROI analysis.
• Proficiency in Microsoft Office Suite, Tableau, presentation tools, and analytical/statistical software.
• Proven ability to collaborate effectively across cross-functional teams.
• Ability to interpret and draw insights from financial documentation.
• Demonstrated project management capabilities.
• Excellent written and verbal communication skills.