Operations Experience Manager

The Home Depot • Merriam, KS

9d • Onsite

About The Position

The Operations Experience Manager is a member 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, and drives operational excellence by executing inbound freight processes and auditing receiving procedures for adherence to standard operating procedures. The manager implements Shrink Action Plans in their areas of responsibility and performs Manager on Duty functions, including safe opening and closing processes. They follow established SOPs and escalate non-standard issues to the Store Manager or Assistant Store Manager. 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, and promotes a safe workplace by ensuring training is completed, correcting hazards, and upholding safety standards.

The position 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 regular exposure possible to dust, fumes or odors, temperature extremes, loud noise, strong drafts, or bright lights. The role requires intermittent physical exertion, including walking, standing, stooping, climbing, and lifting materials or equipment, some of which 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.
• The posting states a minimum of 1 year of relevant work experience, including management of people and retail operations; it also lists a minimum of 2+ years of previous related work experience.
• At least 1 year of previous leadership experience.
• Knowledge, skills, and abilities typically acquired through completion of a high school diploma and/or GED.
• No certifications required.

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 proper 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 and reward great 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 coverage gaps, and manage attendance variances.
• Keep D93/D94 training current and drive engagement through HDPhone learning tools.
• Provide performance-based coaching and observations, and 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 in accordance with company policy.
• Enforce company policies and hold associates accountable for safety and operational standards.
• Ensure adherence to hazmat procedures, SOPs, and Safety Matters guidelines; intervene to correct unsafe behavior and recognize safe practices.
• Verify safety checklists are completed on time and corrective actions are implemented.
• Model safe work practices, complete assigned safety training, and guide associates on PPE and safe lifting techniques.
• Enforce safe distances around lift equipment and keep aisles and walking surfaces clear of debris.
• Assist customers shopping in an unsafe manner and promptly correct hazardous conditions.
• Perform opening and closing duties, including securing the building and balancing registers, in accordance with security SOPs.
• Lead store kickoff meetings and walk departments to communicate tasks and ensure store readiness.
• Conduct hand-off walks with the prior Manager on Duty and partner with the Store Manager and Assistant Store Managers to validate daily priorities.
• Verify timely completion of store checklists and equipment safety inspections, and ensure corrective actions are implemented.
• Review upcoming events and advertisements, determine required actions, and partner with supervisors to execute merchandising plans.
• Work a flexible schedule, including nights, weekends, and overtime as needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED