Operations Experience Manager

About the role

The Home Depot is hiring an Operations Experience Manager (Ops XM) in Cookeville, Tennessee. The Ops XM is a member of the store leadership team who executes store standards for customer service, department readiness and operational processes, leads the Order Fulfillment team on picking, staging and loading, and acts as Manager on Duty (MOD) for opening and closing. The position reports to the Operation Assistant Manager and has four direct reports.

Key responsibilities

• Service leadership: coach the team on the GET culture, direct receiving (D93) and order fulfillment (D94) workflows so orders meet SLAs, audit delivery orders for accuracy and quality, and resolve customer concerns.
• People: help with recruitment and interviews, monitor staffing and attendance, keep D93/D94 training current, coach associates on performance and development, and uphold the Voice of the Associate.
• Safety: enforce hazmat procedures, SOPs and safety checklists, guide associates on PPE and safe lifting, and correct unsafe conditions immediately.
• Shared MOD duties: open and close the store per security SOPs, lead store kickoff meetings, run hand-off walks, verify checklists and equipment safety inspections, and review upcoming events and ads.
• Operational standards: ensure in-stock maintenance and store appearance guidelines are followed, and implement Shrink Action Plans.

Required profile

• Able to work a flexible schedule, including nights, weekends and overtime.
• Legally permitted to work in the United States.
• 1 year of relevant work experience, including managing people and retail operations; preferred: 1+ year of leadership experience, preferably in big-box retail, and 1+ year of merchandising or operational experience.
• High school diploma or GED; no additional education required.
• Physical ability to stand, walk, stoop, climb and lift material or equipment, sometimes heavy or awkward, in an indoor setting with possible exposure to dust, fumes, odors, temperature extremes, noise and bright lights.