Operations Experience Managers

The Home Depot

3d•$50,000 - $60,000

About The Position

Operations Experience Managers are members of The Home Depot store leadership team responsible for store standards, customer service, department readiness, and operational processes. The role leads the Order Fulfillment team in picking, staging, and loading orders; executes inbound freight processes; audits receiving procedures for SOP adherence; and implements Shrink Action Plans. Operations Experience Managers also perform Manager on Duty functions, including safe opening and closing procedures, and partner with appropriate resources to implement business decisions while following SOPs. The position requires adherence to timekeeping and break policies. The role 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 working environment through training completion, hazard correction, and enforcement of safety standards. The role directs Receiving and Order Fulfillment workflows, monitors order accuracy and service levels, resolves customer concerns, and supports store appearance and in-stock standards. It assists with staffing, recruitment, training, performance coaching, and associate concerns. Safety duties include enforcing hazardous-material procedures, PPE use, safe lifting, equipment clearances, and safe aisles. As a shared Manager on Duty, the position performs opening and closing tasks, leads store kickoff meetings, coordinates handoffs, verifies checklists and inspections, and supports merchandising execution. This position typically reports to the Operations Assistant Manager and has four direct reports. No travel is required. The work is typically performed indoors, with possible exposure to dust, fumes or odors, temperature extremes, loud noise, drafts, or bright lights. The role involves intermittent continuous physical exertion, including walking, standing, stooping, climbing, and lifting material or equipment, some of which may be heavy or awkward. A flexible schedule, including nights, weekends, and overtime as needed, 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.
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, some of which 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 working alongside associates, modeling customer-service techniques, and providing real-time coaching.
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 to senior leadership as needed.
Recognize strong service behaviors and support in-stock maintenance and store appearance standards.
Assist with recruitment and interviews and provide input to the Store Manager or Assistant Store Manager.
Monitor department staffing and address coverage gaps and attendance variances.
Ensure Receiving and Order Fulfillment training is current and encourage 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 and enforce company policies and operational standards.
Enforce hazmat procedures, SOPs, Safety Matters guidance, and safe work practices; correct unsafe behavior and conditions promptly.
Verify safety checklists and corrective actions, guide associates on PPE and safe lifting, enforce safe distances around lift equipment, and keep aisles clear.
Perform opening and closing duties, including securing the building and balancing registers, in accordance with security SOPs.
Lead store kickoff meetings, conduct department walks, coordinate handoffs with the prior Manager on Duty, and communicate daily priorities.
Verify completion of store checklists and equipment safety inspections and support execution of upcoming events and advertising plans.
Follow timekeeping and break policies and escalate non-standard issues to the Store Manager or Assistant Store Manager.