Customer Experience Manager

Customer Experience Manager – The Home Depot

Apply for the Customer Experience Manager role at The Home Depot
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Base Pay Range

$50,000.00/yr - $55,000.00/yr

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, coach associates, address customer service escalations, and perform Manager on Duty (MOD) responsibilities.

This position will teach, coach and train associates on The Home Depot policies and procedures and ensure all associates are working safely at all times. The CXM communicates priorities, ensures daily tasks are completed and keeps the store running smoothly. When the CXM is the only manager available, they make business and associate decisions in partnership with appropriate resources following standard operating procedures.

Although the CXM does not have direct reports, they participate in the selection process as needed and provide input to the Store Manager and Assistant Store Managers on associate performance through ongoing performance management and talent planning discussions.

Key Responsibilities

• 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 service. Lead GET culture, observe interactions, recognize wins, resolve customer concerns promptly, and ensure an excellent store appearance.
• People (25%) – Provide in-the-moment coaching, partner with ASMs on performance conversations and discipline, use recognition tools, walk through sales and shrink classes, review productivity tasks, approve missed punches and schedule changes, and ensure compliance with store standards.
• Safety (25%) – Ensure associates follow all safety and hazardous material procedures, complete required safety training, use proper PPE, teach safe lifting techniques, and correct unsafe conditions immediately.
• Shared Manager on Duty (25%) – Lead store kickoff meetings, communicate priorities, perform opening, closing, and MOD tasking, conduct hand‑off walks, and validate daily store priorities with ASMs and SMs.

Direct Manager / Direct Reports

• Reports to Store Manager
• No direct reports

Travel Requirements

• No travel required

Physical Requirements

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

Working Conditions

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

Minimum Qualifications

• Must be 18 years of age or older
• Must be legally permitted to work in the United States

Preferred Qualifications

• None

Minimum Education

• High school diploma and/or GED

Preferred Education

• None

Minimum Years of Work Experience

• 1 year

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

Seniority Level

Not Applicable

Employment Type

Full‑time

Job Function

Other

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