Customer Experience Manager

The Home Depot - Arlington, TX

Full-time - Entry Level

Arlington, TX

Building Material and Garden Equipment and Supplies Dealers

About the position

The Customer Experience Manager (CXM) at Home Depot plays a crucial role in the store leadership team, responsible for overseeing the execution of store standards across various departments. This includes ensuring high levels of customer service, maintaining department readiness, and managing operational processes. The CXM is tasked with ensuring a safe opening and closing process, coaching associates, addressing customer service escalations, and performing Manager on Duty (MOD) responsibilities. The position requires the CXM to teach, coach, and train associates on Home Depot's policies and procedures, ensuring that all associates adhere to safety protocols at all times. In this role, the CXM will communicate priorities to the team, ensure daily tasks are completed, and maintain smooth store operations. There may be instances where the CXM is the only manager present, necessitating the ability to make business and associate decisions in partnership with appropriate resources while following Standard Operating Procedures (SOPs). The CXM will also provide input to the Store Manager and Assistant Store Managers regarding associate performance during ongoing performance management and talent planning discussions. Although the CXM does not have direct reports, they will participate in the selection process as needed, emphasizing the importance of a safe working environment by adhering to safety policies and standards, completing safety training, and correcting hazards immediately.

Responsibilities

• Drive customer service and associate engagement; coach associates on proper customer service techniques and ensure the team provides the highest level of customer service.
• 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.
• Monitor customer flow through checkouts and take action to ensure customers are receiving fast service.
• Provide in-the-moment coaching based on observations and behavior, partnering with ASMs regarding formal performance conversations and discipline.
• Recognize associates for demonstrating expectations and use recognition tools to highlight associates demonstrating values-based behaviors and productivity.
• Conduct quality walks of recently completed tasks and ensure areas are set according to MAP or regional direction.
• Ensure associates have completed training requirements of their positions and give input to ASMs on associate performance.
• Assist SM and ASMs with the associate interview and hiring process, and communicate with ASMs and SM regarding follow-up actions.
• Ensure associates follow all safety and hazmat procedures and complete specified safety training courses applicable to their role.

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 is typically required.