Sr. Manager Pro Credit - Collections & DIsputes

With a career at The Home Depot, you can be yourself and also be part of something bigger.

Position Purpose:

The Senior Manager of Pro Trade Credit Collections will provide strategic leadership for the Collections and Disputes teams, guiding the development and execution of collection strategies that maximize cash flow, reduce bad debt exposure, and protect company assets. This role will oversee the dedicated Collections and Disputes organization, ensuring disciplined policy enforcement, effective risk mitigation, and alignment with broader commercial and financial objectives.

The ideal candidate will be a data-driven leader with demonstrated ability to translate complex analytics into executive-level business insights, optimize workflows through modern automation tools such as Bectran, and effectively balance risk management discipline with strategic commercial objectives.

Key Responsibilities

Team Leadership & Development

• Team Leadership, Development & Governance: Provide strategic leadership, coaching, and performance management for the Collections and Disputes teams while fostering a culture of accountability, operational excellence, and continuous improvement. Oversee workforce planning, onboarding, training, competency development, and team structure to ensure consistent execution of regulatory requirements, system processes, SOPs, compliance expectations, and industry best practices.
• Policy & Procedure Management: Establish, maintain, and enforce standardized collections and dispute policies, procedures, and operating rhythms to support consistent execution, effective controls, and scalable business practices across the organization.

Collections, Credit Holds & Financial Authority

• Credit Hold, Order Release & Risk Governance: Establish and manage governance for credit holds, order releases, and past-due account restrictions, including defined thresholds and escalation protocols that balance risk mitigation, cash flow protection, and commercial continuity.
• Escalation, Negotiation & Financial Authority: Serve as the senior escalation point for complex, high-value account matters, including dispute settlements, payment accommodations, and bad-debt write-offs within established corporate authority limits and prior to executive escalation.
• Credit & Collections Partnership: Maintain strong alignment between Collections, Disputes, and Credit teams to support proactive risk identification, timely account resolution, and consistent portfolio management practices.

Commercial Alignment & Cross-Functional Collaboration

• Sales, Operations & Commercial Partnership: Partner with regional Sales and Operations leaders to resolve complex account disputes, develop commercially balanced financial solutions, secure past-due balances, preserve customer relationships, and support profitable growth.

Legal & Vendor Management

• Litigation & Third-Party Vendor Management: Serve as the primary administrative liaison for litigation-related matters and manage relationships with third-party collection agencies and external counsel to ensure performance, recovery, compliance, and cost-effectiveness standards are achieved.

Data Analytics & Executive Reporting

• Performance Metrics & Executive Reporting: Define, monitor, and report on key portfolio performance indicators, including Days Sales Outstanding (DSO), Collection Effectiveness Index (CEI), bad debt ratios, collection trends, macroeconomic risks, at-risk accounts, and operational bottlenecks.
• Data-Driven Business Insights: Translate portfolio data into actionable business intelligence through automated dashboards and executive-ready reporting that inform strategic decision-making, operational priorities, and continuous improvement opportunities.

Compliance & Continuous Improvement

• Compliance & Controls: Ensure collection practices, third-party engagements, and credit structures comply with applicable commercial credit regulations, legal requirements, internal controls, and company policies.
• Process Optimization: Lead regular reviews of administrative, operational, and system workflows to identify bottlenecks, eliminate redundancies, strengthen controls, and improve efficiency across the Collections and Disputes organization.

Direct Manager/Direct Reports:

• Typically reports to Director Credit Services
• Accountable for direct supervision of the work activities of others. In addition to personnel issues -- including selection, termination, performance appraisal and professional development of subordinates.