Manager, Retail

Hourly Manager

FLSA Status:
Non-Exempt

The Hourly Manager is a key role responsible for delivering high-quality customer service through strong people leadership, ensuring associates are supported, trained, and empowered to serve customers effectively. This position will run approximately 90% of the store's operating shifts and plays a key role in the day-to-day execution of store operations.

In addition to managing daily shifts, the Hourly Manager oversees two or more departments within the store (such as Paint, Lawn & Garden, Electrical, Plumbing, Tools, and others). This role is responsible for maintaining organized, well-stocked departments, ensuring merchandising standards and inventory levels are met, and coaching and developing associates. As a subject matter expert, the Hourly Manager leads by example in execution, service standards, and accountability while adhering to the Helpful Hardware Company Core Competencies.

• Oversee daily operations of assigned department(s), ensuring shelves are stocked, pricing is accurate, and promotional signage is current.
• Ensure planogram integrity and seasonal resets are executed on schedule.
• Monitor inventory levels and work with Store Manager to place orders or manage overstocks.
• Identify and report low-stock or out-of-stock conditions proactively.

• Serve as Manager on Duty (MOD) for assigned shifts, taking full accountability for store operations, associate performance, and the customer experience during that shift.
• Conduct a shift readiness walk at the start of each shift to assess floor conditions, staffing coverage, and department readiness against established What Great Looks Like standards.
• Lead and facilitate the Shift Huddle, communicating priorities, sales goals, assignments, and any relevant store updates to the team before the shift begins.
• Ensure Aces in Their Places - confirm the right associates are assigned to the right roles and departments each shift based on traffic, skill, and operational needs.
• Execute the MOD travel path (360-degree store walk) throughout the shift to monitor service levels, department conditions, safety, and associate engagement.
• Hold associates accountable in real time through on-the-spot coaching, feedback, and follow-up during the shift.
• Own the customer experience during the shift - model and reinforce the WOW customer service program, resolve escalated customer concerns, and ensure Moments of Truth are handled with urgency and professionalism.
• Complete opening and closing checklist accountabilities as assigned, ensuring all procedures are followed and documented.
• Communicate shift outcomes, issues, and follow-up items to the Store Manager or incoming MOD at shift transition.

• Deliver and model outstanding service by ensuring customers are greeted, identifying needs, and providing product knowledge and solutions.
• Resolve customer concerns or elevate appropriately to the Store Manager.
• Train associates on department-specific products, features, and customer interaction.

• Provide guidance and daily directions to associates within the department.
• Assist with onboarding and on-the-job training of new team members.
• Lead by example in maintaining store standards, service etiquette, and teamwork.
• Support store leadership in reinforcing performance expectations and accountability.

• Execute visual merchandising and promotional strategies within the department to support store initiatives.
• Maintain clean, organized, and attractive displays that comply with company guidelines.
• Recommend add-on items or related products to customers to improve their shopping experience.