Operations Experience Manager

The Home Depot•Mundy Township, MI

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 support an excellent interconnected customer experience. The manager drives operational excellence by executing inbound freight processes and auditing receiving procedures for adherence to standard operating procedures (SOPs), and implements Shrink Action Plans within 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. They escalate non-standard issues to the Store Manager or Assistant Store Manager and implement business decisions by partnering with appropriate resources and following SOPs. The position requires strict adherence to timekeeping and break policies. The role provides input to store leadership on associate performance, talent planning, and selection. The manager coaches and trains associates on company policies, safety procedures, and customer service, and champions a safe working environment by ensuring training is completed, correcting hazards immediately, and upholding company 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.
Minimum years of work experience are also listed as 2+ years of previous related work experience.
Minimum leadership experience: 1+ year of previous leadership experience.
Physical ability to perform intermittent continuous exertion, including walking, standing, stooping, climbing, and lifting material or equipment, some of which may be heavy or awkward.
Competencies: Action Oriented, Decision Quality, Collaborates, Self-Development, Situational Adaptability, Communicates Effectively, Customer Focus, Manages Conflict, and Develops Talent.

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 customer-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 when needed.
Recognize and reward excellent service behaviors using Bravos and Homers.
Ensure associates understand and execute 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 drive engagement through HDPhone learning tools.
Provide performance-based coaching and observations; 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 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 completion of safety checklists and corrective actions, model safe practices, and complete assigned safety training.
Guide associates on PPE use and safe lifting techniques, enforce safe distances around lift equipment, and maintain clear aisles and walking surfaces.
Assist customers shopping in an unsafe manner and immediately correct hazardous conditions.
Perform opening and closing duties, including securing the building and balancing registers, in accordance with 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 Assistant Store Managers to validate daily priorities.
Verify timely completion of store checklists and equipment safety inspections and ensure corrective actions are implemented.
Review upcoming events and advertisements and partner with supervisors to execute required merchandising actions.
Adhere to timekeeping and break policies.