Operations Experience Manager

The Home Depot•Renton, WA

12d•$69,500 - $79,500•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 picking, staging, and loading orders; drives operational excellence through inbound freight execution and receiving-procedure audits; and implements Shrink Action Plans in assigned areas. The manager also performs Manager on Duty (MOD) duties, including safe opening and closing, follows established SOPs, and escalates non-standard issues to the Store Manager or Assistant Store Manager. The role requires adherence to timekeeping and break policies and provides input on associate performance, talent planning, and selection. The manager coaches and trains associates on company policies, safety, and customer service, and promotes a safe workplace by ensuring training completion, correcting hazards, and enforcing safety standards. The position leads customer service and fulfillment operations, oversees D93 Receiving and D94 Order Fulfillment workflows, and ensures orders meet service-level agreements. It supports recruitment, staffing, training, performance coaching, associate engagement, and policy accountability. Safety duties include enforcing hazmat procedures, PPE use, safe lifting, equipment distances, and safe aisle conditions. As a shared MOD, the manager performs opening and closing duties, leads store kickoff meetings and department walks, coordinates operational handoffs, verifies checklists and equipment inspections, and supports execution of merchandising events and advertisements. The position typically reports to the Operations Assistant Manager and has four direct reports. No travel is required. The role is typically located indoors, with potential exposure to dust, fumes or odors, temperature extremes, loud noise, drafts, or bright lights. It requires intermittent sustained physical exertion, including walking, standing, stooping, climbing, and lifting materials or equipment, some of which may be heavy or awkward. The pay range for residents of the listed jurisdictions is $69,500 to $79,500.

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.
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 listed: 2+ years of previous related work experience.
Minimum leadership experience listed: 1+ year of previous leadership experience.
Ability to perform intermittent physical exertion, including walking, standing, stooping, climbing, and lifting material or equipment, some of which may be heavy or awkward.

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 customer service and GET culture by modeling techniques and coaching associates on the sales floor.
Direct Receiving (D93) and Order Fulfillment (D94) workflows so orders are received, picked, and staged within service-level agreements.
Audit delivery orders for accuracy and quality, resolve customer concerns, and escalate complex issues when needed.
Recognize strong service behaviors using Bravos and Homers, 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 D93/D94 training is current and promote associate engagement through HDPhone learning tools.
Provide performance coaching and observations, maintain Development Blueprints, and complete performance-management documentation for review by the Assistant Store Manager.
Conduct daily walkthroughs to validate safety, SOP adherence, RTV/ZMA audits, and inbound freight preparation.
Address associate concerns consistent with company policy, promote Voice of the Associate initiatives, and enforce company policies and operational standards.
Enforce hazmat procedures, SOPs, and Safety Matters guidelines; correct unsafe behavior and conditions, recognize safe practices, and verify safety checklists and corrective actions.
Model safe work practices; guide associates on PPE and safe lifting; enforce safe distances around lift equipment; maintain clear aisles; and assist customers shopping in unsafe ways.
Perform opening and closing duties, including securing the building and balancing registers in accordance with security SOPs.
Lead store kickoff meetings and department walks, communicate tasks, and coordinate handoffs with the prior MOD and store leadership.
Verify completion of store checklists and equipment safety inspections and ensure corrective actions are implemented.
Review upcoming events and advertisements and partner with supervisors on execution.
Provide input to store leadership on associate performance, talent planning, and selection.
Perform MOD duties, follow established SOPs, implement business decisions with appropriate resources, and escalate non-standard issues to the Store Manager or Assistant Store Manager.
Adhere to timekeeping and break policies.