Operations Experience Manager

The Home Depot•Rhinelander, WI

6d•Onsite

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 applying best practices for picking, staging, and loading orders, and drives operational excellence by executing inbound freight processes and auditing receiving procedures for SOP adherence. The manager implements Shrink Action Plans within their areas of responsibility and performs Manager on Duty functions, including safe opening and closing processes, in accordance with established SOPs. Non-standard issues are escalated to the Store Manager or Assistant Store Manager. When serving as MOD, the manager implements business decisions in partnership with appropriate resources and follows SOPs. Strict adherence to timekeeping and break policies is required. The Operations Experience Manager provides input to store leadership on associate performance, talent planning, and selection; coaches and trains associates on company policies, safety procedures, and customer service; and champions a safe working environment. This includes ensuring training is completed, correcting hazards immediately, 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.
Minimum education: high school diploma and/or GED, or the knowledge, skills, and abilities typically acquired through its completion.
Minimum years of work experience: 2 or more years of previous related work experience.
Minimum leadership experience: 1 or more years of previous leadership experience.
Ability to perform intermittent periods of continuous physical exertion, including walking, standing, stooping, climbing, and lifting material or equipment, some of which may be heavy or awkward.
Competencies: Action Oriented; Decision Quality; Collaborates; Self-Development; Situational Adaptability; Communicates Effectively; Customer Focus; Manages Conflict; Develops Talent.

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 and providing real-time customer-service 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, resolve customer concerns, and escalate complex issues to senior leadership when needed.
Recognize and reward strong service behaviors using Bravos and Homers.
Ensure associates understand and execute in-stock maintenance and store appearance guidelines.
Assist with recruitment and interviews and provide input to the Store Manager or Assistant Store Manager.
Monitor department staffing, address coverage gaps, and manage attendance variances.
Ensure D93/D94 training is current and promote engagement using 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.
Give 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 address 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.
Help customers shop safely and immediately correct hazardous conditions.
Perform opening and closing duties, including securing the building and balancing registers, according to security SOPs.
Lead store kickoff meetings and walk departments 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 to determine required actions and partner with supervisors on execution.
Follow timekeeping and break policies and escalate non-standard issues to the Store Manager or Assistant Store Manager when serving as MOD.