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Resolution Manager Jobs (NOW HIRING)

Home Depot

Issue Resolution Specialist

Atlanta, GA · On-site

This position reports to the Issue Resolution Manager. * This position has no direct reports. Travel Requirements: * Typically requires overnight travel less than 10% of the time. Physical ...

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What are the key skills and qualifications needed to thrive as a resolution manager?

To thrive as a Resolution Manager, you need strong problem-solving abilities, conflict resolution skills, and a background in business administration or a related field. Familiarity with case management software, CRM platforms, and sometimes certifications in mediation or dispute resolution are typically required. Exceptional communication, negotiation, and emotional intelligence help you manage stakeholder expectations and diffuse tense situations. These skills are crucial for efficiently resolving disputes, maintaining client satisfaction, and protecting organizational reputation.

How does a resolution manager typically collaborate with other departments to resolve complex issues?

Resolution Managers frequently work cross-functionally, partnering with teams such as customer service, operations, legal, and IT to address and resolve challenging cases or disputes. Effective communication and coordination are essential, as Resolution Managers often facilitate meetings, gather input from multiple stakeholders, and ensure everyone is aligned on the resolution approach. This collaborative process not only helps in resolving issues efficiently but also provides broader insight into recurring problems, allowing the company to implement long-term process improvements.

What is the difference between Resolution Manager vs Customer Service Manager?

AspectResolution ManagerCustomer Service Manager
Primary FocusResolving complex issues and disputes efficientlyOverseeing customer service teams and satisfaction
Required SkillsProblem-solving, conflict resolution, technical knowledgeLeadership, communication, customer relationship management
Work EnvironmentOperations, support centers, client-facing rolesCall centers, retail, service industries
CertificationsRelevant industry certifications, conflict resolution trainingCustomer service certifications, management training

While both roles focus on customer interactions, the Resolution Manager specializes in resolving complex issues and disputes, often requiring technical or specialized knowledge. The Customer Service Manager oversees overall customer satisfaction and team management. Understanding these differences helps in choosing the right career path or hiring the appropriate professional for specific needs.

What does a senior resolution manager do?

A senior resolution manager oversees the resolution of complex customer issues, ensuring timely and effective solutions. They coordinate with teams, analyze root causes, and implement process improvements, often using customer relationship management (CRM) tools and requiring strong communication and problem-solving skills.
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Infographic showing various Resolution Manager job openings in the United States as of August 2026, with employment types broken down into 100% Full Time. Highlights an 100% In-person job distribution.

Issue Resolution Specialist

Atlanta, GA • On-site

Home Depot
Retail • 10K+ employees

7.4

Company rating: 7.4 out of 10

Based on 6,461 frontline employees who took The Breakroom Quiz

6th of 39 rated national retailers

People enjoy working here

Good employer

Recommended by students

Learn more about Home Depotexternal

Full-time

Posted 9 days ago

Job description

With a career at The Home Depot, you can be yourself and also be part of something bigger.
Position Purpose:
The ISE Issue Resolution Specialist is responsible for resolving issues logged by the MET and third party associates in our stores when executing projects. The specialist will be responsible for leveraging training, issues matrices, and departmental knowledge to drive expedited resolution and allow in-store labor teams to complete projects as quickly as possible.
Key Responsibilities:
  • 70% Review issues logged by MET or third party labor associates related to projects being executed in our stores. Assess issue, determine resolution, and deploy necessary adjustments and/or items to enable completion.
  • 20% Train on upcoming projects to ensure good base knowledge before execution begins
  • 10% Escalate pervasive issues which require departmental support

Direct Manager/Direct Reports:
  • This position reports to the Issue Resolution Manager.
  • 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:
  • Prior issue resolution or call center experience
  • Strong written and verbal communications skills, presentation and facilitation skills
  • Proficient in: Microsoft Office Suite including Excel, PowerPoint, Project, and Word

Minimum Education:
  • The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Minimum Years of Work Experience:
  • 1

Competencies:
  • Highly organized.
  • Excellent written and verbal communication skills.
  • Strong ability to multi task and handle competing priorities at once.
  • Strong decision making and problem solving skills.
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About Home Depot

Sourced by ZipRecruiter

The Home Depot is the world’s largest home improvement specialty retailer, operating a vast network of warehouse-format stores across the United States, Canada, and Mexico. Founded in 1978, the company has established itself as the primary resource for building materials, lawn and garden products, and home décor. Its business model caters to two distinct customer bases: Do-It-Yourself (DIY) homeowners and "Pro" customers, such as professional contractors and tradespeople. Beyond product sales, the company offers an extensive suite of services, including professional installation and one of the largest tool rental operations in North America.

Industry

Retail, manufacturing and personal services

Company size

10,000+ Employees

Headquarters location

Atlanta, GA, US

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