Customer Experience Manager

About the role

The Home Depot is hiring a Customer Experience Manager (CXM) for its Haystacks store. The CXM is a member of the store leadership team who oversees store standards across customer service, department readiness and operational processes, coaches associates, handles customer service escalations and performs Manager on Duty (MOD) duties. The position has no direct reports and typically reports to the Store Manager.

Key responsibilities

• Customer service (25%): coach associates on customer service techniques, lead the GET culture, resolve customer concerns quickly, monitor checkout flow and give feedback on service standards.
• People (25%): give in-the-moment coaching, partner with Assistant Store Managers on performance conversations and discipline, use BRAVO and Homer recognition tools, walk sales, shrink and safety classes, review tasking platforms, help with hiring and approve schedule changes and punch misses.
• Safety (25%): ensure associates follow safety and hazmat procedures, use proper PPE and lifting techniques, correct unsafe conditions and complete store checklists.
• Shared Manager on Duty (25%): run the store kickoff, perform opening, closing and MOD tasks, validate daily priorities with managers and make sure equipment works properly.

Required profile

• Age 18 or older and legally permitted to work in the United States.
• High school diploma or GED.
• At least 1 year of work experience.
• Ability to stand, walk and lift or carry materials of moderate weight (8-20 pounds).