Customer Experience Manager

The Home Depot

Natick, MA

Full Time

Senior

5 days ago

Job Description

About the Role

Customer Experience Managers (CXM) are members of the store leadership team that oversee execution of store standards across the entire store, including customer service, department readiness, and operational process. CXMs manage all activities required to ensure a safe opening and closing process. They coach associates, address customer service escalations, and perform Manager on Duty (MOD) responsibilities. This position involves teaching, coaching, and training associates on policies and procedures, ensuring safety, communicating priorities, and keeping the store running smoothly. CXMs may be the only Manager available at times and will make business and associate decisions in partnership with appropriate resources following SOPs. They also participate in performance management and talent planning discussions, and assist in the selection process as needed.

Key Responsibilities

Drive customer service and associate engagement; coach associates on proper customer service techniques and ensure team is providing the highest level of customer service.
Lead GET culture, observe customer interactions, recognize wins, and coach on ways to improve.
Ensure customer concerns are resolved effectively and take necessary actions to resolve situations promptly.
Provide in-the-moment coaching based on observations and behavior.
Partner with ASMs regarding formal performance conversations and discipline.
Recognize associates for demonstrating expectations using recognition tools like BRAVO / Homer.
Review safety, on-shelf availability, and store appearance standards through walks and quality checks.
Ensure associates have completed training requirements of their positions.
Assist with associate interviews and hiring processes.
Approve and address missed punches, variances, schedule changes, and communicate follow-up actions.
Ensure associates adhere to store standards and company policies.
Ensure associates follow all safety and hazmat procedures, complete safety training, and use PPE properly.
Immediately correct unsafe conditions and offer assistance to customers in unsafe shopping areas.
Lead store kickoff meetings, walk each department to ensure readiness, and communicate priorities.
Perform opening, closing, and MOD responsibilities, including hand-off walks and equipment checks.
Validate daily store priorities, review upcoming events, and partner with relevant team members for action.

Requirements

Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Minimum of 1 year of work experience.
High school diploma and/or GED or equivalent knowledge, skills, and abilities.
Ability to continuously stand or walk and lift or handle moderate weight (8-20 pounds).

Qualifications

High school diploma and/or GED.

Working at The Home Depot

The description emphasizes a culture focused on customer service, associate engagement, safety, and operational excellence, with competencies including action orientation, directing work, building effective teams, and driving engagement.

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