Customer Experience Manager

CUSTOMER EXPERIENCE MANAGER

Position Purpose

Customer Experience Managers (CXM) are members of the store leadership team that oversee the execution of store standards across the entire store, including customer service, department readiness, and operational processes. They manage all activities required to ensure a safe opening and closing process. CXMs coach associates, address customer service escalations, and perform Manager on Duty (MOD) responsibilities. The role involves teaching, coaching, and training associates on Home Depot policies and procedures, ensuring safety standards are met at all times, communicating priorities, and keeping the store running smoothly.

CXMs may be the only manager available, making business and associate decisions with proper resources and SOPs. They provide input to Store Manager and Assistant Store Managers on associate performance for ongoing performance management and talent‑planning discussions. CXMs have no direct reports but may participate in the selection process when needed.

Req: 163699

• Customer Service / Experience (25%) – Drive customer service and associate engagement; coach associates on proper customer service techniques and ensure the team provides the highest level of customer service. Lead GET culture, set example, observe interactions, recognize wins, and coach on improvement. Resolve complaints promptly and ensure associates understand the impact of excellent service, in‑stock, and store appearance.
• People (25%) – Provide in‑moment coaching, partner with ASMs for performance conversations and discipline, recognize associates for expectations, use recognition tools (BRAVO / Homer), walk sales and shrink classes with associates, review store appearance standards, manage training completion, give input to ASMs on performance, participate in talent‑planning, assist with interviewing and hiring, approve missed punches & schedule changes, ensure policy adherence.
• Safety (25%) – Ensure associates follow safety and hazmat procedures and Safety Matters guidelines. Complete required safety training, use PPE, educate on proper lifting and safe distances around lift equipment, enforce SOPs, correct unsafe conditions, maintain safe aisles and floors, and complete store checklists.
• Shared Manager On Duty (25%) – Lead store kickoff, walk departments for readiness, communicate priorities and tasks, perform opening, closing, MOD tasks, conduct hand‑off walk with prior MOD, validate priorities with ASMs/SMs, ensure checklists completed, verify issue corrections and preventive actions, maintain equipment and machines, review events and ads, partner with DS or ASM as required.

• Reports to Store Manager
• No direct reports

• No travel required

• Must continuously stand or walk or regularly lift/handle/carry material or equipment of moderate weight (8‑20 pounds)

• Located in a comfortable indoor area; occasional unpleasant conditions, but not objectionable

• Must be eighteen years of age or older
• Must be legally permitted to work in the United States

• None

• High school diploma and/or GED

• None

• 1 year

• None

• None

• None

• None

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

• Not Applicable

• Full‑time

• Other

• Consumer Services