Operations Experience Manager

The Home Depot•Rock Springs, WY

6d•Onsite

About The Position

Operations Experience Managers are members of the store leadership team responsible for executing store standards, including customer service, department readiness, and operational processes. The role leads the Order Fulfillment team in following best practices for picking, staging, and loading to deliver an excellent interconnected customer experience. It drives operational excellence through hands-on execution of inbound freight processes and audits of receiving procedures to verify adherence to standard operating procedures (SOPs). The manager also implements Shrink Action Plans in their areas of responsibility. The Operations Experience Manager performs Manager on Duty (MOD) functions, including safe opening and closing processes, in accordance with established SOPs. The role escalates non-standard issues to the Store Manager or Assistant Store Manager (ASM), and implements business decisions while serving as MOD by partnering with appropriate resources and following SOPs. Strict adherence to timekeeping and break policies is required. The manager provides input to store leadership on associate performance, talent planning, and selection; coaches and trains associates on company policies, safety procedures, and customer service; and champions a safe working environment by ensuring training is completed, hazards are corrected immediately, and company safety standards are upheld. This position typically reports to the Operations Assistant Manager and has four direct reports. No travel is required.

Requirements

Must be at least 18 years old.
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.
At least 2 years of previous related work experience, as stated under Minimum Years of Work Experience.
At least 1 year of previous leadership experience.
High school diploma and/or GED, or the knowledge, skills, and abilities typically acquired through its completion.

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 associates, modeling customer-service techniques, and providing real-time coaching on the sales floor.
Direct receiving and order fulfillment workflows to ensure orders are received, picked, and staged within service-level agreements.
Audit delivery orders for accuracy and quality, resolve customer concerns, and escalate complex issues to senior leadership when needed.
Recognize and reward strong service behaviors using Bravos and Homers; ensure associates follow in-stock maintenance and store appearance guidelines.
Assist with recruitment and interviews, monitor department staffing and attendance, and address coverage gaps and attendance variances.
Ensure receiving and order fulfillment training is current and promote engagement with HDPhone learning tools.
Provide performance-based coaching and observations, maintain Development Blueprints, and complete performance-management documentation for review by the Assistant Store Manager.
Conduct daily walkthroughs to check safety, SOP adherence, RTV/ZMA audits, and inbound freight preparation.
Promote associate engagement by supporting Voice of the Associate initiatives and resolving 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 to correct unsafe behavior and recognize safe practices.
Verify safety checklists are completed on time and corrective actions are implemented; model safe work practices and complete assigned safety training.
Guide associates on proper PPE use, safe lifting, and policies for maintaining safe distances around lift equipment.
Keep aisles and walking surfaces clear, assist customers shopping unsafely, and promptly correct hazardous conditions.
Perform opening and closing duties, including securing the building and balancing registers, according to security SOPs.
Lead store kickoff meetings and department walks 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 advertisements, determine required actions, and partner with supervisors to execute merchandising plans.