Michael Jones

Michael is the Senior Director of Customer Care at The Home Depot, where he leads a team of dedicated leaders focused on enhancing the customer experience across all Home Depot stores in the United States. With a strong emphasis on resolution, business intelligence, and continuous process improvement, he is responsible for shaping the company’s Center of Excellence strategy. His leadership spans multiple facets of customer experience, including online and in-store contact centers, workforce management, customer insights, third-party support models, and telephony operations across 2,000 U.S. stores.

Michael’s journey with The Home Depot began in 1995 as a Sales Associate in California. Over nearly three decades in the iconic orange apron, he has lived in six states and held various leadership roles, including Store Manager, Director of Sales & Services, District Manager, and Director of Tool Rental Operations. Since 2016, he has been at the helm of The Home Depot’s contact center operations, supporting both U.S. stores and Private Brands businesses. Additionally, he oversees the company's Business Process Outsourcing teams, Workforce Management teams, Business Intelligence teams, and process improvement initiatives within the customer care space.

Beyond his role at Home Depot, Michael is an active industry leader. He serves as Board Chairman for The Better Business Bureau of Atlanta and Northeast Georgia and is an Advisory Board Member for Execs In The Know, a consumer-focused group dedicated to driving exceptional customer service.