Customer Experience Manager
Listed on 2026-01-07
-
Retail
Retail & Store Manager -
Management
Retail & Store Manager
Join to apply for the Customer Experience Manager role at The Home Depot.
Position PurposeCustomer Experience Managers (CXM) are members of the store leadership team overseeing execution of store standards across the entire store, including customer service, department readiness, and operational process. CXMs manage all activities required to ensure a safe opening and closing process. They coach associates, address customer service escalations, and perform Manager on Duty (MOD) responsibilities. This position requires teaching, coaching and training associates on The Home Depot policies and procedures and ensuring all associates work safely at all times.
CXMs communicate priorities, ensure daily tasks are completed, and keep the store running smoothly. When the only manager available, they make business and associate decisions in partnership with appropriate resources following SOPs. They provide input to Store Manager and Assistant Store Managers on associates' performance through ongoing performance management and talent planning discussions.
- 25% - Customer Service /
Experience:
Drive customer service and associate engagement; coach associates on customer service techniques, lead GET culture, recognize wins, ensure customer concerns are resolved promptly, ensure store appearance, and monitor customer flow through checkouts. - 25% - People:
Provide in-the-moment coaching, collaborate with ASMs on performance conversations, recognize associates, use recognition tools, conduct quality walks, ensure training completion, participate in hiring, address schedule changes, and enforce store standards. - 25% - Safety:
Ensure safety and hazmat procedures are followed, complete safety training, use proper PPE, teach safe lifting, correct unsafe conditions, maintain safe aisles, ensure completion of store checklists, and recognize safe behavior. - 25% - Shared Manager On Duty:
Lead store kickoff meetings, walk departments, communicate messages and priorities, perform opening, closing, and MOD tasking, conduct hand‑off walk, validate priorities, ensure equipment functions, and review events and ads.
Reports to Store Manager; has zero direct reports.
Travel RequirementsNo travel required.
Physical RequirementsMust continuously stand or walk and regularly lift or handle material or equipment of moderate weight (8–20 pounds).
Working ConditionsLocated in a comfortable indoor area; any unpleasant conditions will 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.
None.
Minimum EducationHigh school diploma and/or GED.
Preferred EducationNone.
Minimum Years Of Work Experience1 year.
Preferred Years Of Work ExperienceNone.
Minimum Leadership ExperienceNone.
Preferred Leadership ExperienceNone.
CertificationsNone.
Competencies- Action Oriented
- Directs Work
- Builds Effective Teams
- Drives Engagement
Not Applicable
Employment TypeFull-time
Job FunctionOther
IndustriesConsumer Services
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