Operations Experience Manager

The Home Depot•Tacoma, WA

11d•$56,000 - $66,000

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, and drives operational excellence by executing inbound freight processes and auditing receiving procedures for compliance with standard operating procedures. The manager implements Shrink Action Plans for assigned areas and performs Manager on Duty functions, including safe opening and closing, following SOPs and escalating non-standard issues to the Store Manager or Assistant Store Manager. When serving as MOD, the manager implements business decisions by partnering with appropriate resources and following SOPs. The role requires adherence to timekeeping and break policies and 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, while ensuring completion of training, promptly correcting hazards, and upholding safety standards. The position leads customer service and fulfillment workflows, staffing, associate development, safety, and shared MOD opening and closing operations. It typically reports to the Operations Assistant Manager and has four direct reports. No travel is required. The work is typically performed in a comfortable indoor area, with possible regular exposure to mild discomfort from dust, fumes or odors, temperature extremes, loud noise, strong drafts, or bright lights. Physical work can include intermittent continuous exertion such as walking, standing, stooping, climbing, and lifting material or equipment, including heavy or awkward items.

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.
The posting states a minimum of 1 year of relevant work experience, including management of people and retail operations.
The posting lists a minimum of 2+ years of previous related work experience.
At least 1 year of previous leadership experience.
High school diploma and/or GED, or the knowledge, skills, and abilities typically acquired through its completion.

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 D93 (Receiving) and D94 (Order Fulfillment) workflows so orders are received, picked, and staged within service-level agreements.
Audit delivery orders for accuracy and quality to prevent customer issues.
Resolve customer concerns promptly and escalate complex issues to senior leadership when necessary.
Recognize and reward strong service behaviors using Bravos and Homers.
Ensure associates understand and follow 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 immediate coverage gaps, and manage attendance variances.
Ensure D93/D94 training is current and promote engagement through HDPhone learning tools.
Provide performance-based coaching and observations to store management; 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.
Promote Voice of the Associate initiatives and address associate concerns consistent with company policy.
Enforce company policies and hold associates accountable for safety and operational standards.
Ensure adherence to hazardous-material 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, enforce safe distances around lift equipment, and keep aisles and walking surfaces clear.
Assist customers shopping in an unsafe manner and promptly correct unsafe conditions and hazards.
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 confirm store readiness.
Conduct hand-off walks with the prior MOD and partner with the Store Manager and Assistant Store Managers on daily priorities.
Verify timely completion of store checklists and equipment safety inspections, ensuring corrective actions are implemented.
Review upcoming events and advertisements, determine required actions, and partner with supervisors to execute them.
Follow timekeeping and break policies and escalate non-standard MOD issues to the Store Manager or Assistant Store Manager.