Operations Experience Manager

The Home Depot•Brewster, MN

21d•$51,000 - $61,000

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 carrying out best practices for picking, staging, and loading, and drives operational excellence by executing inbound freight processes and auditing receiving procedures for adherence to standard operating procedures (SOPs). The manager also implements Shrink Action Plans within their areas of responsibility. The Operations Experience Manager performs Manager on Duty (MOD) functions, including safe opening and closing processes, in accordance with established SOPs. They escalate non-standard issues to the Store Manager or Assistant Store Manager (ASM), and, when serving as MOD, implement business decisions in partnership with appropriate resources and by following SOPs. The role requires adherence to timekeeping and break policies. The manager provides input to store leadership on associate performance, talent planning, and selection. They coach and train associates on company policies, safety procedures, and customer service, and promote a safe work environment by ensuring training is completed, correcting hazards promptly, and upholding company safety standards. The position typically reports to the Operations Assistant Manager and has four direct reports. No travel 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 listed: 2+ years of previous related work experience.
Minimum leadership experience listed: 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 working alongside associates, 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, resolve customer concerns, and escalate complex issues to senior leadership when necessary.
Recognize strong service behaviors using Bravos and Homers, and ensure associates understand and follow in-stock maintenance and store-appearance guidelines.
Assist with recruitment and interviews, provide input to the Store Manager and ASM, monitor staffing and attendance, and address coverage gaps.
Ensure D93/D94 training is current and encourage engagement through HDPhone learning tools.
Provide performance-based coaching and observations, complete performance-management documentation for review by the ASM, and maintain Development Blueprints.
Conduct daily walkthroughs to validate safety, SOP adherence, RTV/ZMA audits, and inbound freight preparation.
Resolve associate concerns consistent with company policy, support Voice of the Associate initiatives, and hold associates accountable for company policies and operational standards.
Enforce hazmat procedures, SOPs, and Safety Matters guidelines; correct unsafe behavior and conditions, recognize safe practices, and verify safety checklists and corrective actions.
Model safe work practices, complete assigned safety training, guide associates on PPE and safe lifting, enforce safe distances around lift equipment, and maintain clear aisles and walking surfaces.
Help customers who are shopping in an unsafe manner to prevent injury.
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 ensure store readiness.
Conduct hand-off walks with the prior MOD and partner with the Store Manager and ASMs 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.