Operations Experience Manager
About The Position
The Operations Experience Manager is a member of the store leadership team responsible for executing store standards for 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 (SOPs). The manager implements Shrink Action Plans within their areas of responsibility and performs Manager on Duty (MOD) functions, including safe opening and closing, in accordance with SOPs. Non-standard issues are escalated to the Store Manager or Assistant Store Manager. As MOD, the manager implements business decisions in partnership with appropriate resources and in accordance with SOPs. The role also provides input on associate performance, talent planning, and selection; coaches and trains associates on policies, safety, and customer service; and promotes a safe working environment through training, hazard correction, and enforcement of safety standards. The Operations Experience Manager oversees customer experience, fulfillment workflows, staffing, training, performance coaching, safety, and store opening and closing operations. The position typically reports to the Operations Assistant Manager and has four direct reports. No travel is required. The work is typically in a comfortable indoor area, with possible regular exposure 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 material or equipment, sometimes heavy or awkward.
Requirements
- At least 18 years of age.
- 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 2 years of previous related work experience, as stated under Minimum Years of Work Experience.
- At least 1 year of previous leadership experience.
- Knowledge and abilities typically acquired through completing a high school diploma and/or GED.
- Ability to perform intermittent physical exertion, including walking, standing, stooping, climbing, and lifting material or equipment, sometimes heavy or awkward.
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 service techniques, and providing real-time coaching on the sales floor.
- 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 to proactively prevent customer issues.
- Resolve customer concerns 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 and 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, share performance observations with store management, 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.
- Champion Voice of the Associate initiatives and resolve associate concerns consistent 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 practices and complete assigned safety training.
- Guide associates on PPE use and safe lifting, enforce safe distances around lift equipment, and maintain clear aisles and walking surfaces.
- Assist customers shopping in an unsafe manner and immediately 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 ensure store readiness.
- Conduct hand-off walks with the prior MOD 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.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
