Operations Experience Manager

Home Depot • Rock Springs, WY

2d • Onsite

About The Position

Operations Experience Managers are members of The Home Depot 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 orders to provide an excellent interconnected customer experience. The manager drives operational excellence by executing inbound freight processes and auditing receiving procedures for adherence to standard operating procedures (SOPs), and implements Shrink Action Plans within their areas of responsibility.

The Operations Experience Manager performs Manager on Duty (MOD) functions, including safe store opening and closing, in accordance with established SOPs. The MOD implements business decisions in partnership with appropriate resources and escalates non-standard issues to the Store Manager or Assistant Store Manager (ASM). 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. They champion a safe work environment by ensuring required 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 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.
• At least 1 year of previous leadership experience.
• Knowledge and skills typically acquired through completion of a high school diploma and/or GED.

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

• Model customer-service techniques on the sales floor and provide real-time coaching to champion the GET culture.
• Direct Receiving (D93) and Order Fulfillment (D94) 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 as needed.
• Recognize strong service behaviors using Bravos and Homers, and ensure associates follow 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.
• Coach associates, provide performance observations to store management, and complete performance-management documentation for review by the Assistant Store Manager.
• Maintain active Development Blueprints and provide feedback to improve sales, service, and product knowledge.
• Conduct daily walkthroughs to validate safety, SOP adherence, RTV/ZMA audits, and inbound freight preparation.
• Promote associate engagement, address associate concerns consistently with company policy, and enforce company policies and operational standards.
• Ensure adherence to hazmat procedures, SOPs, and Safety Matters guidelines; intervene to correct unsafe behaviors and recognize safe practices.
• Verify safety checklists and corrective actions, model safe work practices, complete assigned safety training, and guide associates on PPE and safe lifting.
• Enforce safe distances around lift equipment, maintain clear aisles and walking surfaces, and assist customers who are shopping unsafely.
• Perform opening and closing duties, including securing the building and balancing registers, according to 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 coordinate with the Store Manager and ASMs on daily priorities.
• Verify completion of store checklists and equipment safety inspections, and ensure corrective actions are implemented promptly.
• Review upcoming events and advertisements, determine required actions, and partner with supervisors to execute merchandising plans.

What This Job Offers

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