Operations Experience Manager

The Home Depot•Oak Ridge, TN

About The Position

The Operations Experience Manager (Ops XM) is a member 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 through inbound freight execution and audits of receiving procedures. The Ops XM implements Shrink Action Plans in their areas of responsibility and performs Manager on Duty functions, including safe opening and closing, in accordance with established SOPs. The position provides input on associate performance, talent planning, and selection; coaches and trains associates on company policies, safety procedures, and customer service; and promotes a safe working environment. The Ops XM typically reports to the Operations Assistant Manager and has four direct reports. The role directs receiving and order fulfillment workflows, audits delivery orders for accuracy, resolves customer and associate concerns, and supports staffing, recruiting, training, performance coaching, and development. It also includes daily operational walkthroughs, safety and compliance checks, store kickoff meetings, MOD handoffs, opening and closing duties, and coordination with store leadership to ensure daily priorities and merchandising plans are carried out. The position requires a flexible schedule that may include nights, weekends, and overtime. No travel is required. Work is typically in a comfortable indoor area, with possible exposure to dust, fumes or odors, temperature extremes, loud noise, drafts, or bright lights. The role involves intermittent physical exertion, including walking, standing, stooping, climbing, and lifting material or equipment, sometimes 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.
One year of relevant work experience, including management of people and retail operations.
Minimum education: knowledge, skills, and abilities typically acquired through completion of a high school diploma and/or GED.
Minimum years of work experience: 2 or more years of previous related work experience.
Minimum leadership experience: 1 or more years of previous leadership experience.

Nice To Haves

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

Responsibilities

Champion the GET culture by 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 and resolve customer concerns, escalating complex issues when necessary.
Recognize and reward strong service behaviors, and ensure associates follow in-stock maintenance and store appearance guidelines.
Assist with recruitment and interviews, monitor staffing and attendance, and address coverage gaps.
Ensure receiving and order fulfillment training is current and promote engagement through HDPhone learning tools.
Provide performance-based coaching and observations, complete performance management documentation for review by the Assistant Store Manager, and maintain Development Blueprints.
Conduct daily walkthroughs to validate safety, SOP adherence, RTV/ZMA audits, and inbound freight preparation.
Resolve associate concerns consistent with company policy, promote Voice of the Associate initiatives, and hold associates accountable for company policies and operational standards.
Enforce hazmat procedures, SOPs, and Safety Matters guidelines; correct unsafe behaviors and conditions; and ensure safety checklists and corrective actions are completed.
Model safe work practices, complete assigned safety training, and guide associates on PPE, safe lifting, and lift equipment safety.
Maintain safe aisles and walking surfaces and help customers shop safely.
Perform opening and closing duties, including securing the building and balancing registers, in accordance with security SOPs.
Lead store kickoff meetings, walk departments to communicate tasks and readiness expectations, and conduct handoff walks with the prior Manager on Duty.
Partner with store leadership to validate priorities, verify checklists and equipment safety inspections, and ensure corrective actions are implemented.
Review upcoming events and advertisements and partner with supervisors to execute merchandising actions.