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 experience working directly with The Home Depot merchant, supply chain, or operational teams.
• Experience with THD systems such as IDM, Vendor Drill, Rithum and Askuity
• Experience resolving retailer deductions, fill-rate issues, and compliance-related challenges.
• Experience managing e-commerce fulfillment and retailer exception reporting.
• Bachelor's degree in Business, Supply Chain, Operations, or related field preferred.
• Experience working in a retail-driven manufacturing or consumer products environment preferred.

M-D Building Products has been a trusted name in American construction for over 106 years. Founded in 1920, we have spent more than a century designing, manufacturing, and distributing the products that builders, contractors, and homeowners depend on to get the job done right. What started as a focused commitment to quality weatherstripping has grown into one of the most recognized and respected product portfolios in the construction industry.

We are proud to be an American manufacturer. Every product bearing the M-D name is made right here in the United States, with production facilities in Oklahoma City, Oklahoma, our home and headquarters, as well as Louisville, Kentucky, and Gainesville and Brooklet, Georgia. Our facilities are home to skilled, dedicated teams who bring the same pride and craftsmanship to every product they make.

At M-D, we dont just compete in our categories, we lead them. Our products are industry leaders or strong contenders for industry leadership across every line we carry. That standard of excellence isnt accidental. It is the result of more than a century of listening to our customers, investing in our people, and refusing to settle for good enough. The people of M-D are guided by five core values that define how we work, how we treat one another, and how we show up for our customers every day.

Integrity~ Honesty doesnt need a policy. We do the right thing when nobody is looking.

Vision~ Tomorrows success is taken by the steps we take today.

Commitment~ Every day, we are accountable to each other and our customers.

Communication~ We listen with intent, communicate with clarity, and speak up for whats right.

Stewardship~ We serve to promote one another, create opportunities, and provide customer delight.

Physical Demands and Work Environment

• Primarily an office-based role requiring prolonged periods of sitting and computer use. Frequent use of hands and fingers for keyboarding, data entry, and operation of standard office equipment, with regular visual focus on detailed information. The role requires consistent verbal and written communication with internal and external stakeholders via phone, email, and virtual meetings. Occasional standing, walking, and lifting of office materials up to 15 pounds may be required. Occasional travel to company facilities, customer sites, or meetings may be necessary based on business needs.

When you join M-D Building Products, you join a company that has stood the test of time. Not by standing still, but by continuously evolving, improving, and investing in the people who make everything possible. We believe every individual has the potential to make a meaningful impact, and we cultivate a culture that recognizes and develops that potential. If you are eager to learn, motivated to grow, and interested in building a career at M-D, we encourage you to apply.

Benefits

M-D Building Products, Inc offers a benefits package that includes Medical, Dental, Vision, On-Site Clinic, Voluntary Life Insurance, Lab Card Program, Group Term Life & AD&D, Flexible Spending Accounts, Dependent Care Flexible Spending Account, Short-Term and Long-Term Disability, 401(K) with Company Match, Paid Time Off, Tuition Reimbursement, Education & Development, Mental Wellness (Employee Assistance Program), and Voluntary Benefits including Accident, Critical Illness and Hospital Indemnity Insurance.

M-D Building Products, Inc. provides equal employment opportunities for all current employees and applicants. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics, or any other basis prohibited by law.

Location: Oklahoma City, 4041 N. Santa Fe, Oklahoma City, OK 73118