Job Description
With a career at The Home Depot, you can be yourself and also be part of something bigger.
Position Purpose:
As the Senior Manager, Account Services, you will serve as the leader of the customer-facing "front door" for credit and account management. You will own the end-to-end lifecycle of account origination, ongoing maintenance, and the overall customer experience journey.
This is a highly collaborative operational leadership role requiring day-to-day partnership with Commercial and Credit Risk teams. Your mission is to build and maintain reliable, easy-to-use processes that eliminate customer friction while ensuring rigorous data integrity and compliance.
Key Responsibilities:
1. Application & Onboarding Management
- End-to-End Ownership: Oversee the new customer credit application process from intake and documentation gathering to underwriting handoff and final account setup.
- Cross-Functional Alignment: Partner closely with commercial teams to drive fast, clean account activations that accelerate time-to-revenue.
- Compliance & Risk Mitigation: Ensure robust execution of Know Your Customer (KYC) protocols and timely collection of trade and bank references.
2. Account Maintenance & Data Governance
- System of Record Stewardship: Act as the primary gatekeeper for customer master data, ensuring all downstream processes rely on clean, accurate information.
- In-Life Account Changes: Manage all ongoing account updates—including changes to legal entities, tax status, payment terms, and organizational hierarchies.
- Audit Readiness: Maintain a pristine audit trail for all account modifications and compliance updates.
3. Customer Journey & Process Optimization
- Friction Reduction: Map end-to-end customer data flows across account setup, credit, billing, collections, and dispute touchpoints to identify and eliminate customer friction.
- Digital Transformation: Partner with IT and Commercial teams to champion self-service tools and shape the customer portal roadmap.
- Lifecycle Management: Oversee the annual customer re-review process to ensure all active accounts remain compliant and appropriately rated.
Candidate Profile & Qualifications
Experience & Skills
- Operational Leadership: 7+ years of experience in finance, commercial credit administration, customer onboarding, or account management, with a track record of leading teams.
- Customer-Centric Mindset: Deep experience in customer-facing roles with a passion for designing elegant, friction-free customer experiences.
- Collaborative Powerhouse: Proven ability to build strong daily partnerships with Sales, Credit Risk, and IT/Technology teams.
- Detail & Process Oriented: Analytical mindset with a hyper-focus on data accuracy, clean audit trails, and process standardization.
- Tech Savvy: Familiarity with customer portals, CRM/ERP systems, and modern onboarding technology platforms.
Direct Manager/Direct Reports:
- This position typically reports to Director Credit Services
- This position has no Direct Reports
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:
- Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications:
- Must be eighteen years of age or older.
- Must be legally permitted to work in the United States.
Preferred Qualifications:
- MBA
- Prior experience with extensive financial analysis, modeling and planning
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:
Minimum Years of Work Experience:
Competencies:
- A thorough understanding and knowledge of the principles/disciplines of the retail industry.
- Proven track record of ability to manage a high volume of analytical projects.
- Excellent quantitative and analytical skills.
- Ability to create and manage high performing teams, both internal and cross- business.
- Able to think strategically about business problems and opportunities and to focus efforts on projects that most closely support key company initiatives.
- Very strong communication skills, both verbal and written.
- Ability to leverage data and analysis to craft a well-thought story utilizing Power Point.
- Demonstrated decisiveness and sound decision making skills and demonstrated strong results in managed projects
- Project management skills; ability to prioritize and multi-task effectively.
