Customer Operations Manager

Customer Operations Manager

The Customer Operations Manager is responsible for leading day-to-day operational execution and account support activities for The Home Depot. This role serves as a key cross-functional partner, overseeing purchase order management, item setup and maintenance, pricing execution, operational performance, and issue resolution to ensure effective customer execution and business continuity. The position exercises independent judgment in resolving operational challenges, prioritizing business needs, and driving solutions across Customer Service, Credit, Distribution, Manufacturing, Operations, Sales, and The Home Depot teams.

This role is critical in supporting retailer compliance, operational efficiency, customer satisfaction, and overall account performance in a fast-paced retail environment.

Responsibilities

• Manage daily purchase order execution for The Home Depot, ensuring accurate order processing, prioritization, issue resolution, and on-time fulfillment aligned with customer and business objectives.
• Oversee item setup, maintenance, and product data management within The Home Depot systems, including IDM and related retailer portals, ensuring accuracy, compliance, and timely execution.
• Manage ecommerce order flow through Rithum, monitoring exceptions, resolving order failures and shipment discrepancies, and implementing corrective actions to support service-level performance.
• Serve as the primary operational contact for purchase order, fulfillment, shipment, and compliance issues, coordinating cross-functional resolution efforts and escalating risks as appropriate.
• Execute and validate pricing, promotional, and cost updates within retailer systems, ensuring accurate implementation and resolution of pricing discrepancies, deductions, chargebacks, and invoice exceptions.
• Partner with Sales, Customer Service, Supply Chain, Operations, Distribution, and Credit teams to resolve operational challenges, improve execution, and support retailer requirements.
• Monitor order status, shipment performance, fill rates, and compliance metrics; identify trends, mitigate risks, and drive corrective actions to achieve customer service and operational objectives.
• Maintain and audit product, pricing, inventory, and shipment data across retailer portals and internal systems to ensure data integrity and reporting accuracy.
• Support product launches, assortment changes, promotions, and retailer initiatives by coordinating operational activities and proactively addressing execution risks.
• Analyze operational performance and recurring issues to identify process improvement opportunities, implement solutions, and enhance efficiency, compliance, and customer satisfaction.

Success Factors

• Executes customer orders, pricing, and product maintenance activities accurately and on time while consistently meeting service and compliance expectations.
• Identifies, analyzes, and resolves order, shipment, pricing, and compliance issues through sound judgment and proactive decision-making.
• Maintains accurate product, pricing, inventory, and order data while ensuring adherence to retailer requirements and internal controls.
• Collaborates effectively across departments and with external partners to drive timely issue resolution and support business objectives.
• Identifies process inefficiencies, implements practical solutions, and drives improvements that enhance customer service, operational performance, and execution.

Minimum Qualifications

• 3+ years of experience in account management, customer operations, customer supply chain, retail operations, or related roles.
• Experience supporting large retail accounts, preferably The Home Depot.
• Experience with retailer systems and e-commerce/order management platforms such as IDM, Rithum, or similar tools preferred.
• Strong understanding of purchase order management, pricing execution, retailer compliance, deductions, and operational support.
• Excellent organizational, communication, and problem-solving skills.
• Strong attention to detail and ability to manage multiple priorities in a fast-paced environment.
• Proficiency in Microsoft Excel and reporting analysis.

Required Skills/Abilities

• Prior…