Operations Experience Manager

The Home Depot•Fresno, CA

4d•$60,500 - $70,500•Onsite

About The Position

Operations Experience Managers are members of the store leadership team responsible for store standards, customer service, department readiness, and operational processes. The role leads the Order Fulfillment team in applying best practices for picking, staging, and loading orders to deliver a strong interconnected customer experience. The manager executes inbound freight processes, audits receiving procedures for SOP adherence, and implements Shrink Action Plans in their areas of responsibility. The role performs Manager on Duty (MOD) functions, including safe opening and closing procedures, in accordance with established SOPs. The MOD implements business decisions in partnership with appropriate resources and escalates non-standard issues to the Store Manager or ASM. The role requires adherence to timekeeping and break policies. The manager provides input on associate performance, talent planning, and selection, and coaches and trains associates on company policies, safety procedures, and customer service. They promote a safe work environment by ensuring training is completed, correcting hazards promptly, and upholding company safety standards. The position typically reports to the Operations Assistant Manager and has four direct reports. No travel is required. Work is typically performed indoors, with regular exposure possible to dust, fumes or odors, temperature extremes, loud noise, strong drafts, or bright lights. The role requires intermittent periods of continuous physical exertion, including walking, standing, stooping, climbing, and lifting materials or equipment, some of which may be heavy or awkward.

Requirements

Must be at least 18 years of age.
Must be legally permitted to work in the United States.
Ability to work a flexible schedule, including nights, weekends, and overtime as needed.
At least 1 year of relevant work experience, including management of people and retail operations.
Minimum education typically acquired through completion of a high school diploma and/or GED.
Minimum years of work experience: 2+ years of previous related work experience.
Minimum leadership experience: 1+ year of previous leadership experience.

Nice To Haves

At least 1 year of prior merchandising and/or operational experience.
At least 1 year of leadership experience, preferably in big-box retail.
Knowledge of the home improvement industry.

Responsibilities

Champion the GET culture by working alongside the team, modeling proper customer-service techniques, and providing real-time coaching on the sales floor.
Direct D93 (Receiving) and D94 (Order Fulfillment) workflows to ensure orders are received, picked, and staged within Service Level Agreements.
Audit delivery orders for accuracy and quality standards to prevent customer issues.
Resolve customer concerns promptly and escalate complex issues to senior leadership when needed.
Recognize and reward strong service behaviors using Bravos and Homers.
Ensure associates understand and execute in-stock maintenance and store-appearance guidelines.
Assist with recruitment and interviews and provide input to the Store Manager or ASM.
Monitor department staffing, address coverage gaps, and manage attendance variances.
Ensure D93/D94 training is current and drive engagement through HDPhone learning tools.
Provide performance-based coaching and observations to store management; complete performance-management documentation for Assistant Store Manager review.
Provide real-time feedback and maintain active Development Blueprints to improve sales, service, and product knowledge.
Conduct daily walkthroughs to validate safety, SOP adherence, RTV/ZMA audits, and inbound freight preparation.
Champion Voice of the Associate initiatives and address associate concerns consistent with company policy.
Enforce company policies and hold associates accountable for safety and operational standards.
Ensure adherence to hazmat procedures, SOPs, and Safety Matters guidelines; intervene in unsafe behavior and recognize safe practices.
Verify safety checklists are completed on time and corrective actions are implemented.
Model safe work practices, complete assigned safety training, and guide associates on PPE and safe lifting techniques.
Enforce safe distances around lift equipment and ensure associates understand the applicable policies.
Keep aisles and walking surfaces clear of debris, assist customers shopping unsafely, and correct hazardous conditions promptly.
Perform opening and closing duties, including securing the building and balancing registers, in accordance with security SOPs.
Lead store kickoff meetings and walk departments to communicate tasks and ensure store readiness.
Conduct hand-off walks with the prior MOD and partner with the Store Manager and ASMs to validate daily priorities.
Verify completion of store checklists and equipment safety inspections and ensure corrective actions are implemented.
Review upcoming events and ads, determine required actions, and partner with supervisors to execute merchandising plans.
Perform MOD duties and implement business decisions in partnership with appropriate resources, escalating non-standard issues to the Store Manager or ASM.
Adhere to timekeeping and break policies.