Customer Experience Manager

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. They manage all activities required to ensure a safe opening and closing process, coach associates, address customer service escalations, and perform Manager on Duty (MOD) responsibilities. They teach, coach, and train associates on The Home Depot policies and procedures and ensure all associates work safely at all times.

CXMs communicate priorities, ensure daily tasks are completed, keep the store running smoothly, and make business and associate decisions as needed. They provide input to the Store Manager and Assistant Managers on associate performance, and participate in the selection process as needed.

Key Responsibilities

• 25% - Customer Service /
  
  Experience:
  
  Drive customer service and associate engagement; coach associates on proper customer service techniques and ensure the team delivers the highest level of customer service. Lead GET culture, set an example, observe customer interactions, recognize wins, and coach on improvement. Ensure customer concerns are solved effectively and address situations promptly. Ensure all associates understand the impact of excellent customer service, in-stock status, and store appearance.
  
  Recognize great customer service behaviors, provide feedback on service standards, and monitor customer flow through checkouts to ensure fast service.

• 25% - People:
  Provide in-the-moment coaching based on observations and behavior. Partner with ASMs regarding formal performance conversations and discipline, and recognize associates for demonstrating expectations. Use recognition tools (BRAVO / Homer) to highlight associates showing values‑based behaviors and productivity. Walk top/bottom sales and shrink classes, reviewing safety, on‑shelf availability, and store appearance. Review productivity tasks across store tasking platforms and conduct quality walks of completed tasks.
  
  Walk off‑shelf merchandising locations and ensure areas are set according to MAP or regional direction. Ensure associates complete training requirements, give input to ASMs on performance, and participate in talent planning and hiring. Approve and address missed punches, variances, schedule changes, call outs, and communicate follow‑up actions with ASMs and the Store Manager.

• 25% - Safety:
  Ensure associates follow all safety and hazmat procedures and Safety Matters guidelines at all times. Complete specified safety training courses, use proper PPE, and guide associates on proper use. Utilize proper lifting techniques and educate associates. Obey safe distancing around lift equipment and guide others on correct policies. Adhere to work rules identified in SOPs and inform associates. Correct unsafe conditions and provide assistance to customers.
  
  Ensure aisles and flooring surfaces are safe. Ensure associates complete all store checklists on time and recognize safe behavior.

• 25% - Shared Manager On Duty:
  Lead the store kickoff meeting and walk each department to ensure readiness. Communicate messages, priorities, and tasks to all associates. Perform opening, closing, and MOD tasking and other whole‑store responsibilities. Conduct hand‑off walk with prior MOD, identify focus areas, validate daily priorities, and ensure equipment and machines function properly. Review current events and ads to determine if action is required and partner with appropriate DS or ASM as needed.

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 lift, handle, or carry materials 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

Minimum Leadership Experience

• None

Preferred Leadership Experience

• None

Certifications

• None

Competencies

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

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