Customer Experience Manager

Customer Experience Manager role at The Home Depot

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. CXMs 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. The position is expected to teach, coach, and train associates on The Home Depot yenye policies and procedures and ensure all associates are working safely at all times.

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 resources and following SOPs. CXMs provide input to Store Manager and Assistant Store Managers on associate performance​វ and participate in talent planning discussions. Although the CXM does not have direct reports, they participate in the selection process as sweats;

each associate must provide a safe working environment by following policy, completing safety training, correcting hazards, and working safely to avoid endangerment.

• 25% – Customer Service / Experience – Drive customer service and associate engagement; coach associates on proper customer service techniques; set the example, observe interactions, recognise wins, and coach improvements. Ensure concerns are solved effectively and customers receive fast service.
• 25% – People – Provide in‑the‑moment coaching; partner with ASMs on formal performance conversations and discipline; recognise and reward values‑based behaviours; conduct store‑wide walks to review safety, shelf availability, appearance, and fulfil training requirements. Give input to ASMs on performance and talent planning, assist in hiring, approve missed punches, variances, and schedule changes, and ensure adherence to policies.
• 25% – Safety – Ensure associates follow all safety and hazmat procedures and Safety Matters guidelines. Complete required training courses, use proper PPE, teach safe lifting techniques, pressupise safe distances around lift equipment, and swiftly correct unsafe conditions. Monitor aisles, flooring and ensure all safety checklists are completed; recognise safe behaviour.
• 25% – Shared Manager On Duty – Lead store kickoff meetings, walk each department for readiness, communicate priorities, perform opening, closing, and MOD tasking, execute hand‑off walks, validate priorities with ASMs and SMs, ensure all store checklists are completed, maintain equipment, and coordinate events or ads with relevant stakeholders.

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

• No travel required.

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

• Located in a comfortable indoor area; unpleasant conditions would be infrequent and not objectionable.

• Must be eighteen (18) 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.