Operations Experience Manager
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 following best practices for picking, staging, and loading orders; executes inbound freight processes; audits receiving procedures for SOP adherence; and implements Shrink Action Plans within assigned areas. The manager performs Manager on Duty (MOD) functions, including safe opening and closing, and handles business decisions by partnering with appropriate resources and following SOPs. Non-standard issues are escalated 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 through training completion, immediate hazard correction, and enforcement of safety standards. The role leads customer-service and fulfillment operations, supports staffing, recruitment, training, performance management, and associate relations, and conducts operational walkthroughs and audits. It ensures adherence to hazmat and other safety procedures, including PPE use, safe lifting, safe distances around lift equipment, and clear aisles. As a shared MOD, the manager performs opening and closing duties, leads store kickoff meetings, coordinates handoffs, verifies checklists and equipment inspections, and partners with store leadership on daily priorities and merchandising execution.
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.
- 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+ years of previous related work experience.
- Minimum leadership experience: 1+ year of previous leadership experience.
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 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 to senior leadership when needed.
- Recognize strong service behaviors using Bravos and Homers, and ensure associates execute in-stock maintenance and store-appearance guidelines.
- Assist with recruitment and interviews, monitor staffing and attendance, and address coverage gaps and attendance variances.
- Ensure D93/D94 training is current and promote learning through HDPhone tools.
- Provide coaching and performance observations, maintain Development Blueprints, and complete performance-management documentation for Assistant Store Manager review.
- Conduct daily walkthroughs to check safety, SOP adherence, RTV/ZMA audits, and inbound freight preparation.
- Support associate engagement and resolve associate concerns consistent with company policy; enforce company policies and operational standards.
- Enforce hazmat procedures, SOPs, and Safety Matters guidelines; correct unsafe behavior and conditions, complete safety training, and verify safety checklists and corrective actions.
- Guide associates on PPE and safe lifting, enforce safe distances around lift equipment, maintain clear aisles, and assist customers shopping unsafely.
- Perform opening and closing duties, including securing the building and balancing registers, in accordance with security SOPs.
- Lead store kickoff meetings and department walks, coordinate handoffs with the prior MOD, and partner with store leadership to validate priorities and store readiness.
- Verify completion of store checklists and equipment safety inspections, ensuring corrective actions are implemented.
- Review upcoming events and advertisements and partner with supervisors to execute merchandising plans.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
