Customer Experience Manager

Position: CUSTOMER EXPERIENCE MANAGER

Join to apply for the CUSTOMER EXPERIENCE MANAGER role at The Home Depot

Position Purpose

Customer Experience Managers (CXM) are members of the store leadership team that oversees execution of store standards across the entire store, including customer service, department readiness, and operational process. CXMs manage all activities required to ensure a safe opening and closing process. They coach associates, address customer service escalations, and perform Manager on Duty (MOD) responsibilities. This position will be expected to teach, coach and train associates on The Home Depot policies and procedures and ensure all associates are working in a safe manner all the time.

CXMs will communicate priorities, ensure daily tasks are completed and keep the store running smoothly. At times, CXMs may be the only Manager available and will be expected to make business and associate decisions in partnership with appropriate resources and following SOPs. CXMs will provide input to Store Manager and Assistant Store Managers on Associates performance through the ongoing performance management and talent planning discussions.

Although the CXM does not have direct reports, they will participate in the selection process as needed. Each associate has the responsibility of providing a safe working environment by following all safety policies & standards, completing specified safety training, immediately correcting hazards & unsafe conditions, and working safely as to not endanger themselves, co-workers, vendors, or customers.

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.
• 25% - People – Provide in the moment coaching based on observations and behavior; partner with ASMs regarding formal performance conversations and discipline; recognize associates for demonstrating expectations.
• 25% - Safety – Ensure associates follow all safety and hazmat procedures and Safety Matters guidelines at all times; complete specified safety training courses applicable to role.
• 25% - Shared Manager On Duty – Lead store kickoff meeting and walk each department to ensure store readiness; perform opening, closing and MOD tasking.

Direct Manager / Direct Reports

• This Position typically reports to Store Manager
• This Position has 0 Direct Reports

Travel Requirements

• No travel required.

Physical Requirements

• Must continuously stand or walk or regularly requires lifting/handling/carrying material or equipment of moderate weight (8-20 pounds).

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

• None

Minimum Education

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

Preferred Education

• None

Minimum Years Of Work Experience

• 1

Preferred Years Of Work Experience

• None

Certifications

• None

Competencies

• Action Oriented
• Directs Work
• Builds Effective Teams
• Drives Engagement

Seniority Level

• Not Applicable

Employment Type

• Full-time

Job Function & Industry

• Other
• Consumer Services

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