Operations Experience Manager

Home Depot • Machesney Park, IL

22h • Onsite

About The Position

The Operations Experience Manager (Ops XM) is a key member of the store leadership team, responsible for upholding store standards in customer service, department readiness, and operational processes. This role specifically leads the Order Fulfillment team, ensuring best practices in picking, staging, and loading to create a seamless customer experience. The Ops XM drives operational excellence by managing inbound freight processes and auditing receiving procedures for adherence to Standard Operating Procedures (SOPs). They are also tasked with implementing Shrink Action Plans. A significant part of the role involves performing Manager on Duty (MOD) functions, including opening and closing the store according to SOPs, and escalating any non-standard issues to the Store Manager or Assistant Store Manager (ASM). As MOD, they execute business decisions by collaborating with relevant resources and following SOPs. Strict adherence to timekeeping and break policies is mandatory. Ops XMs contribute to talent management by providing input on associate performance, planning, and selection to store leadership. They are responsible for coaching and training associates on company policies, safety procedures, and customer service, while actively promoting a safe working environment through training completion, hazard correction, and upholding safety standards.

Requirements

• Must be 18 years of age or older
• Must be legally permitted to work in the United States
• Ability to work a flexible schedule, including nights, weekends, and overtime as needed.
• 1 year of relevant work experience, including management of people and retail operations.

Nice To Haves

• At least 1 year prior merchandising and/or operational experience.
• At least 1 year leadership experience, preferably big box retail.
• Knowledge of the home improvement industry.

Responsibilities

• Champion the GET culture by working alongside the team to model proper techniques and providing real-time coaching on the sales floor.
• Direct D93 (Receiving) and D94 (Order Fulfillment) workflows to ensure all orders are received, picked, and staged within Service Level Agreements (SLAs).
• Proactively prevent customer issues by auditing delivery orders for accuracy and quality standards.
• Promptly resolve customer concerns to ensure satisfaction, while identifying and escalating complex issues to senior leadership when necessary.
• Drive morale by identifying and rewarding great service behaviors using Bravos and Homers.
• Ensure associates understand and execute in-stock maintenance and store appearance guidelines to support sales performance.
• Assist with recruitment and interviews to provide input to the Store Manager/ASM.
• Monitor department staffing to address immediate coverage gaps and manage attendance variances.
• Ensure D93/D94 training (KD) is current and drive engagement via HDPhone learning tools.
• Provide informal and formal performance-based coaching and provide performance observations to store management.
• Responsible for completing performance management documentation for review by the Assistant Store Manager.
• Provide real-time feedback and maintain active 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 actively resolve associate concerns consistent with company policy to maintain high engagement levels.
• Enforce company policies and hold associates accountable for safety and operational standards.
• Ensure strict adherence to hazmat procedures, SOPs, and Safety Matters guidelines.
• Immediately intervene to correct unsafe behaviors and recognize associates who demonstrate safe practices.
• Verify that all relevant safety checklists are completed on time and confirm that corrective actions are implemented.
• Model safe work practices and complete all assigned safety training.
• Guide associates on the proper use of Personal Protective Equipment (PPE) and safe lifting techniques.
• Enforce safe distances around Lift Equipment and ensure associates understand the correct policies.
• Maintain safe aisles and walking surfaces by keeping them clear of debris.
• Assist customers shopping in an unsafe manner to prevent injury.
• Immediately correct unsafe conditions and hazardous situations as they arise.
• Perform all Opening/Closing duties, including securing the building and balancing registers, in strict adherence to security SOPs.
• Lead store kickoff meetings and walk each department to communicate tasks and ensure total store readiness.
• Conduct hand-off walks with the prior MOD and partner with the Store Manager/ASMs to validate daily priorities.
• Verify timely completion of store checklists and equipment safety inspections, ensuring immediate corrective actions are implemented.
• Review upcoming events and ads to determine required actions and partner with supervisors to ensure execution.

Benefits

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees