Operations Experience Manager

The Home Depot•Howell, MI

21d•$52,000 - $60,000•Onsite

About The Position

Operations Experience Managers are members of the store leadership team responsible for executing store standards, customer service, department readiness, and operational processes. The role leads the Order Fulfillment team in picking, staging, and loading orders, and drives operational excellence by executing inbound freight processes and auditing receiving procedures for adherence to standard operating procedures. The manager implements Shrink Action Plans within their areas of responsibility and performs Manager on Duty functions, including safe opening and closing processes. Non-standard issues are escalated to the Store Manager or Assistant Store Manager, and business decisions are implemented in partnership with appropriate resources and in accordance with SOPs. The role requires adherence to timekeeping and break policies. The Operations Experience Manager provides input on associate performance, talent planning, and selection; coaches and trains associates on company policies, safety, and customer service; and helps maintain a safe workplace by ensuring training is completed, correcting hazards, and upholding safety standards. The position typically reports to the Operations Assistant Manager and has four direct reports. No travel is required.

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.
The knowledge, skills, and abilities typically acquired through completion of a high school diploma and/or GED.
At least 2 years of previous related work experience.
At least 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 associates, modeling service techniques, and providing real-time coaching on the sales floor.
Direct Receiving (D93) and Order Fulfillment (D94) 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 as needed.
Recognize and reward strong service behaviors using Bravos and Homers.
Ensure associates understand and follow in-stock maintenance and store appearance guidelines.
Assist with recruitment and interviews, providing input to the Store Manager or Assistant Store Manager.
Monitor department staffing, address coverage gaps, and manage attendance variances.
Ensure D93/D94 training is current and promote engagement through HDPhone learning tools.
Provide performance-based coaching and observations, and complete performance-management documentation for review by the Assistant Store Manager.
Provide real-time feedback and maintain 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 resolve associate concerns in accordance with company policy.
Enforce company policies and hold associates accountable for safety and operational standards.
Ensure compliance with hazmat procedures, SOPs, and Safety Matters guidelines; intervene to correct unsafe behaviors and recognize safe practices.
Verify that 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 keep aisles and walking surfaces clear of debris.
Assist customers who are shopping in an unsafe manner and immediately correct unsafe conditions and hazards.
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 Manager on Duty and partner with the Store Manager and Assistant Store Managers to validate daily priorities.
Verify timely completion of store checklists and equipment safety inspections, ensuring corrective actions are taken promptly.
Review upcoming events and advertisements, determine required actions, and partner with supervisors to ensure execution.