Operations Experience Manager

The Home Depot•Matteson, MI

6d•$45,500 - $73,500•Onsite

About The Position

Operations Experience Managers are members of the store leadership team who execute store standards for customer service, department readiness, and operational processes. The role leads the Order Fulfillment team in picking, staging, and loading orders, physically executes inbound freight processes, audits receiving procedures for SOP adherence, and implements Shrink Action Plans. The manager also performs Manager on Duty functions, including safe opening and closing, and escalates non-standard issues to the Store Manager or Assistant Store Manager. When serving as MOD, the role implements business decisions in partnership with appropriate resources and in accordance with SOPs. Strict adherence to timekeeping and break policies is required. The Ops XM provides store leadership with input on associate performance, talent planning, and selection. They coach and train associates on company policies, safety procedures, and customer service; ensure required training is completed; correct hazards immediately; and uphold company safety standards. The position typically reports to the Operations Assistant Manager and has four direct reports. No travel is required. Work is typically indoors in a comfortable area, with regular potential exposure to dust, fumes or odors, temperature extremes, loud noise, strong drafts, or bright lights. The role involves intermittent periods of continuous 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 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 is the knowledge, skills, and abilities typically acquired through completion of a high school diploma and/or GED.
The posting lists a minimum of 2+ years of previous related work experience.
At least 1 year of previous leadership experience is listed as the minimum leadership experience.
Ability to perform intermittent continuous physical exertion, including walking, standing, stooping, climbing, and lifting materials or equipment, some of which may be 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 the team, modeling 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 to prevent customer issues.
Resolve customer concerns promptly and escalate complex issues to senior leadership when needed.
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 or Assistant Store Manager.
Monitor department staffing, address coverage gaps, and manage attendance variances.
Ensure D93/D94 training is current and encourage engagement through HDPhone learning tools.
Provide performance coaching and observations to store management, and complete performance-management documentation for Assistant Store Manager review.
Give real-time feedback and maintain Development Blueprints to improve sales, service, and product knowledge.
Conduct daily walkthroughs to verify safety, SOP adherence, RTV/ZMA audits, and inbound freight preparation.
Promote Voice of the Associate initiatives and resolve 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 practices and complete assigned safety training.
Guide associates in proper PPE use and safe lifting, enforce safe distances around lift equipment, and maintain clear, safe aisles and walking surfaces.
Assist customers who are shopping unsafely 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 confirm store readiness.
Conduct hand-off walks with the prior MOD and partner with the Store Manager and Assistant Managers to validate daily priorities.
Verify timely completion of store checklists and equipment safety inspections, ensuring corrective actions are implemented.
Review upcoming events and advertisements, determine required actions, and partner with supervisors to execute merchandising plans.
Follow timekeeping and break policies and work a flexible schedule that may include nights, weekends, and overtime.