OPERATIONS EXPERIENCE MANAGER

The Home Depot•Bloomington, IL

11d•$50,000 - $67,500

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, 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 processes. MOD duties must follow established SOPs, with non-standard issues escalated to the Store Manager or Assistant Store Manager. The role partners with appropriate resources to implement business decisions and requires strict adherence to timekeeping and break policies. The Operations Experience Manager provides input on associate performance, talent planning, and selection; coaches and trains associates on company policies, safety procedures, and customer service; and promotes a safe workplace by ensuring training completion, correcting hazards, and upholding company safety standards. The position typically reports to the Operations Assistant Manager and has four direct reports. No travel is required. 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. It is typically based indoors in a comfortable area, with possible regular exposure to mild discomfort from dust, fumes or odors, temperature extremes, loud noise, strong drafts, or bright lights. A flexible schedule, including nights, weekends, and overtime as needed, is required. For residents of California, Colorado, Connecticut, Rhode Island, Nevada, New York City, Ithaca (NY), Westchester County (NY), and Washington, the pay range is $50,000.00–$67,500.00.

Requirements

Must be at least 18 years old.
Must be legally permitted to work in the United States.
Must be able 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.
Minimum years of work experience: 2+ years of previous related work experience.
Minimum leadership experience: 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 customer service culture by modeling proper techniques and providing real-time coaching on the sales floor.
Direct Receiving (D93) and Order Fulfillment (D94) workflows to ensure 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 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.
Ensure D93/D94 training is current and encourage engagement using HDPhone learning tools.
Provide informal and formal performance-based coaching, share performance observations with store management, and complete performance management documentation for Assistant Store Manager review.
Give real-time feedback and maintain Development Blueprints to improve associates’ 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 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 timely completion of safety checklists and implementation of corrective actions; model safe work practices and complete assigned safety training.
Guide associates on proper PPE use and safe lifting techniques, and enforce safe distances around lift equipment.
Maintain clear aisles and walking surfaces, assist customers shopping unsafely, and immediately 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 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 completion of store checklists and equipment safety inspections and ensure corrective actions are taken promptly.
Review upcoming events and advertisements, determine required actions, and partner with supervisors to execute merchandising plans.