Customer Experience Manager

Overview

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 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 are working in a safe manner.

CXMs 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 provide input to the Store Manager and Assistant Store Managers on associates’ performance through ongoing performance management and talent planning discussions.

Although the CXM does not have direct reports, they 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 to not endanger themselves, co-workers, vendors, or customers.

• Customer Service / Experience (25%):
  Drive customer service and associate engagement; coach associates on proper customer service techniques; lead culture, observe interactions, recognize wins, and coach for improvement; resolve customer concerns promptly; ensure associates understand the impact of excellent customer service, in-stock conditions, and store appearance.
• People (25%):
  Provide in-the-moment coaching, partner with ASMs on performance discussions and discipline, recognize top performers, conduct productivity and quality checks, ensure training requirements are met, participate in associate interviews and hiring, manage attendance-related actions, and ensure adherence to store standards.
• Safety (25%):
  Ensure compliance with safety and hazmat procedures; complete required safety training; guide proper PPE use and lifting techniques; enforce safe distances around equipment; complete store checklists and implement corrective actions; recognize safe behaviors.
• Shared Manager On Duty (25%):
  Lead store kickoff, walk departments for readiness, communicate priorities, perform opening/closing/MOD tasks, hand-off with prior MOD, validate daily priorities with leadership, ensure checklists are completed, and coordinate with DS/ASM as required.

• This position typically reports to Store Manager
• This position has 0 direct reports

• No travel required.

• Must continuously stand or walk; lifting/handling/carrying 8-20 pounds

• Located in a comfortable indoor area; uncommon unpleasant conditions

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

• High school diploma and/or GED

• 1 year

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