Operations Experience Manager

Home Depot • Oak Ridge, TN

7d • Onsite

About The Position

The Operations Experience Manager (Ops XM) 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, executes inbound freight processes, audits receiving procedures for SOP adherence, and implements Shrink Action Plans within its areas of responsibility.

The Ops XM performs Manager on Duty (MOD) duties, including safe opening and closing processes, in accordance with established SOPs. The role implements business decisions while serving as MOD, partners with appropriate resources, and escalates non-standard issues to the Store Manager or ASM. It also provides input on associate performance, talent planning, and selection; coaches and trains associates on company policies, safety, and customer service; and promotes a safe working environment through training, hazard correction, and enforcement of company safety standards. Strict adherence to timekeeping and break policies is required.

Requirements

• Must be at least 18 years of age.
• 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.
• Knowledge and skills typically acquired through completion of a high school diploma and/or GED.
• At least 2 years of previous related work experience is listed under Minimum Years of Work Experience.
• At least 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

• Model the GET culture on the sales floor and provide real-time coaching on customer service.
• 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, resolve customer concerns, and escalate complex issues to senior leadership.
• 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 ASM.
• Monitor department staffing and address coverage gaps and attendance variances.
• Ensure D93/D94 training is current and encourage engagement through HDPhone learning tools.
• Provide performance coaching and observations, 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 check safety, SOP adherence, RTV/ZMA audits, and inbound freight preparation.
• Promote Voice of the Associate initiatives and address associate concerns in accordance with company policy.
• Enforce company policies and hold associates accountable for safety and operational standards.
• Ensure compliance with hazmat procedures, SOPs, and Safety Matters guidelines; intervene to correct unsafe behavior and recognize safe practices.
• Verify completion of safety checklists and implementation of corrective actions; model safe practices and complete assigned safety training.
• Guide associates on PPE, safe lifting, and safe distances around lift equipment; keep aisles and walking surfaces clear and address unsafe customer behavior and hazardous conditions.
• 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 confirm store readiness.
• Conduct hand-off walks with the prior MOD and coordinate with the Store Manager and ASMs on daily priorities.
• Verify timely completion of store checklists and equipment safety inspections, and ensure corrective actions are taken.
• Review upcoming events and advertisements to determine required actions and coordinate execution with supervisors.

What This Job Offers

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