Operations Experience Manager

The Home Depot•Lanham, MD

8d•$48,500 - $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 best practices for picking, staging, and loading, and drives operational excellence by executing inbound freight processes and auditing receiving procedures for SOP adherence. The manager 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. Non-standard issues are escalated to the Store Manager or Assistant Store Manager. The role also provides input on associate performance, talent planning, and selection; coaches and trains associates on company policies, safety, and customer service; and promotes a safe working environment. Strict adherence to timekeeping and break policies is required. The role directs receiving and order fulfillment workflows to meet service-level agreements, audits delivery orders for accuracy, resolves customer concerns, and supports store standards. It contributes to recruitment, staffing, training, coaching, performance documentation, associate engagement, and accountability. Safety duties include enforcing procedures, correcting hazards, and ensuring safe practices and training. As a shared Manager on Duty, the Operations Experience Manager handles opening and closing, store readiness, operational handoffs, safety inspections, and execution of merchandising priorities. The position typically reports to the Operations Assistant Manager and has four direct reports. No travel is required. The job is typically located in a comfortable indoor area, with regular exposure possible to dust, fumes or odors, temperature extremes, loud noise, strong drafts, or bright lights. It requires intermittent continuous physical exertion, including walking, standing, stooping, climbing, and lifting material or equipment that may be 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.
At least 1 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.
Ability to perform intermittent continuous physical exertion, including walking, standing, stooping, climbing, and lifting material or equipment that may be heavy or awkward.

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 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 when needed.
Recognize and reward 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 coverage and attendance variances.
Ensure receiving and order fulfillment training is current and encourage learning through HDPhone tools.
Provide performance coaching and observations, maintain Development Blueprints, and complete performance-management documentation for Assistant Store Manager review.
Conduct daily walkthroughs to validate safety, SOP adherence, RTV/ZMA audits, and inbound freight preparation.
Address associate concerns consistent with company policy, promote associate engagement, and enforce company policies and operational standards.
Enforce hazmat procedures, SOPs, and Safety Matters guidelines; correct unsafe behavior and conditions, complete safety checklists and training, and promote PPE and safe lifting practices.
Maintain safe aisles and walking surfaces, enforce safe distances around lift equipment, and help customers avoid unsafe shopping practices.
Perform opening and closing duties, including securing the building and balancing registers, in accordance with security SOPs.
Lead store kickoff meetings and department walks, conduct handoff walks with the prior Manager on Duty, and coordinate priorities with 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 to execute merchandising actions.