Customer Experience Manager

The Home Depot - Elko, NV

Full-time - Mid Level

Elko, NV

Building Material and Garden Equipment and Supplies Dealers

About the position

The Customer Experience Manager (CXM) at The Home Depot is a key member of the store leadership team responsible for overseeing the execution of store standards, ensuring exceptional customer service, and managing operational processes. The CXM plays a crucial role in coaching associates, addressing customer service escalations, and performing Manager on Duty (MOD) responsibilities. This position requires effective communication of priorities, ensuring daily tasks are completed, and maintaining a safe and efficient store environment.

Responsibilities

• Drive customer service and associate engagement; coach associates on proper customer service techniques.
• Provide in-the-moment coaching based on observations and behavior; partner with ASMs regarding formal performance conversations.
• 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

• Experience in a retail management role or similar leadership position.
• Strong communication and interpersonal skills to effectively coach and engage associates.
• Ability to manage multiple priorities and tasks in a fast-paced environment.
• Knowledge of safety procedures and ability to enforce compliance among associates.

Nice-to-haves

• Experience with performance management and talent planning discussions.
• Familiarity with retail operations and customer service best practices.
• Proficiency in using store tasking platforms and recognition tools.

Benefits

• Employee discounts on products and services.
• Opportunities for career advancement and professional development.
• Health insurance and wellness programs.