Operations Experience Manager

The Home Depot•Mishawaka, IN

About The Position

The Operations Experience Manager is a member 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 picking, staging, and loading orders; oversees receiving and fulfillment workflows; and supports operational excellence through hands-on inbound freight processes and audits of receiving procedures. The manager implements Shrink Action Plans within their areas of responsibility and performs Manager on Duty functions, including safe opening and closing, in accordance with established SOPs. Non-standard issues are escalated to the Store Manager or Assistant Store Manager. The position also supports store leadership with associate performance, talent planning, and selection, and coaches associates on company policies, safety procedures, and customer service. It requires adherence to timekeeping and break policies and a commitment to maintaining a safe working environment through training, hazard correction, and enforcement of safety standards. The role typically reports to the Operations Assistant Manager and has four direct reports. No travel is required. The position is typically based in a comfortable indoor area, with potential regular exposure to dust, fumes or odors, temperature extremes, loud noise, strong drafts, or bright lights. It requires intermittent periods of continuous physical exertion, including walking, standing, stooping, climbing, and lifting materials or equipment, some of which may be heavy or awkward. A flexible schedule, including nights, weekends, and overtime as needed, 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.
At least 1 year of previous leadership experience.
High school diploma and/or GED, or the knowledge, skills, and abilities typically acquired through completion of that education.
Ability to perform intermittent 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

Model the GET culture on the sales floor, coach associates in real time, and champion customer service.
Direct receiving and order fulfillment workflows to ensure orders are received, picked, and staged within service-level agreements.
Audit delivery orders for accuracy and quality, resolve customer concerns, and escalate complex issues when needed.
Recognize strong service behaviors using Bravos and Homers, and ensure associates follow in-stock maintenance and store appearance guidelines.
Assist with recruitment and interviews, monitor staffing and attendance, and address department coverage gaps.
Ensure receiving and fulfillment training is current, support associate learning through HDPhone tools, and provide performance coaching and observations.
Complete performance-management documentation for review by the Assistant Store Manager and maintain Development Blueprints for associate growth.
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; correct unsafe behaviors and conditions promptly.
Verify safety checklists and corrective actions, model safe practices, and complete assigned safety training.
Guide associates on PPE, safe lifting, lift-equipment safety distances, and maintaining clear aisles and walking surfaces.
Help customers who are shopping in an unsafe manner to prevent injury.
Perform opening and closing duties, including securing the building and balancing registers, in accordance with security SOPs.
Lead store kickoff meetings, walk departments to communicate tasks, and ensure store readiness.
Conduct hand-off walks with the prior Manager on Duty and coordinate daily priorities with the Store Manager and Assistant Store Managers.
Verify completion of store checklists and equipment safety inspections, ensuring corrective actions are taken promptly.
Review upcoming events and advertisements and partner with supervisors to execute merchandising actions.
Perform Manager on Duty functions and implement business decisions by partnering with appropriate resources and following SOPs.
Adhere to all timekeeping and break policies.