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Customer Experience Manager
The Home Depot - Thousand Oaks, CA
posted about 2 months ago
About the position
The Customer Experience Manager (CXM) at Home Depot is a key member of the store leadership team responsible for overseeing the execution of store standards, focusing on customer service, operational processes, and department readiness. The CXM plays a crucial role in coaching associates, managing customer service escalations, and ensuring a safe and efficient store environment. This position requires effective communication of priorities, completion of daily tasks, and maintaining smooth store operations, often acting as the sole manager on duty.
Responsibilities
- Drive customer service and associate engagement; coach associates on proper customer service techniques.
- Lead GET culture and set the example, observe customer interactions, recognize wins and coach on ways to improve.
- Ensure customer concerns are solved effectively and take necessary actions to resolve situations promptly.
- Provide in-the-moment coaching based on observations and behavior.
- Partner with Assistant Store Managers regarding formal performance conversations and discipline.
- Recognize associates for demonstrating expectations and use recognition tools to highlight values-based behaviors.
- Ensure associates follow all safety and hazmat procedures and Safety Matters guidelines at all times.
- Lead store kickoff meetings and walk each department to ensure store readiness.
Requirements
- Must be eighteen years of age or older.
- Must be legally permitted to work in the United States.
- Completion of a high school diploma and/or GED.
Benefits
- Competitive salary between $62,000 - $72,000 per year.
