Operations Assistant Manager

Position: Operations Assistant Manager- 7024 12 Months Contract
Job Description
Are you someone who thrives on helping others succeed, enjoys making an impact, and takes pride in guiding customers to the right solutions for their projects? If you’re also naturally curious and eager to keep learning, consider starting or growing your career with us at The Home Depot.

Position

Purpose:

Assistant Store Managers (ASMs) report to the Store Manager and are responsible for managing store associates, sales, customer service, safety standards, product availability, store appearance, and profitability of a retail store. Each ASM has direct responsibility for a specific area of the store:
Operations, Night Operations, Merchandising, or Specialty Operations, Merchandising, or Specialty. ASMs collaborate directly with associates to ensure they have the knowledge to help customers, perform processes, and execute general expectations for their positions. ASMs exercise judgment and discretion alone, and in conjunction with, the Store Manager, Department Supervisors, and other Assistant Managers, in the day-to-day operations of the store. ASMs have the responsibility of providing a safe working environment by ensuring associates follow all safety policies & standards, completing specified safety training, immediately correcting hazards & unsafe conditions.

Operations Assistant Managers (OAM) are responsible for ensuring the smooth operation of the Customer Service Desk, Pro Operations, Receiving, Tool Rental, Order Fulfillment, Lot Loaders and Back Office. The OAM also will have management responsibility for freight handling in “Day Freight” Stores. OAMs partner with Store Manager and other ASMs to develop strategies and objectives to drive sales and profitability develop game plans to implement department strategies, manage direct reports, and ensure smooth department operations.

ASMs direct associates to top priorities throughout the store and provide regular coaching and ensure associates are equipped with proper understanding of operational process. The OAMs steer profitability through expense management, shrink mitigation and overall operational efficiency. OAMs lead by example as a champion of people while delivering consistent results in sales, service, & profitability.

Key Responsibilities:

25% - Customer Service / Experience - Drive customer service and associate engagement; coach associates on proper customer service techniques and ensure team is providing the highest level of customer service. Lead GET culture and set the example, observe customer interactions, recognize wins and coach on ways to improve. Teach, coach and train Department Supervisors (DSs) and associates on, customer service standards and operational excellent to improve profitability.

Recognize great customer service behaviors using recognition tools. Provide feedback on service standards. Ensure Customer concerns are solved effectively and take necessary actions to resolve situations promptly. Observe customer service throughout store, coach associates at all levels on customer service, product availability and opportunities. Ensure proper order fulfillment and timely customer communication through order create, order fulfillment and completion.
25% - People - Makes recommendations in the selection process by assisting with recruitment, and interviews, and makes decisions on qualified candidates to hire. Review personal KD training completion and ensure Dept’s Knowledge Depot Training is current and promote engagement through use of learning tools available on the HD phone (e.g., Pocket Guide). Evaluate performance and take action as necessary for personnel actions, which include work allocation, training, development, performance management, compensation, problem resolution, discipline…