The Home Depot - Bristol, CT
posted 3 months ago
The Customer Experience Manager (CXM) at Home Depot plays a crucial role in the store leadership team, focusing on the execution of store standards across various areas, including customer service, department readiness, and operational processes. This position is responsible for managing all activities necessary to ensure a safe opening and closing of the store. CXMs are tasked with coaching associates, addressing customer service escalations, and performing Manager on Duty (MOD) responsibilities. They are expected to teach, coach, and train associates on Home Depot's policies and procedures, ensuring that all associates adhere to safety protocols at all times. CXMs communicate priorities to the team, ensure daily tasks are completed, and maintain smooth store operations. In instances where they may be the only manager available, CXMs are expected to make business and associate decisions in partnership with appropriate resources while following Standard Operating Procedures (SOPs). They also provide input to the Store Manager and Assistant Store Managers regarding associate performance through ongoing performance management and talent planning discussions. Although CXMs do not have direct reports, they may participate in the selection process as needed. The role emphasizes the importance of creating a safe working environment, where each associate is responsible for following safety policies and standards, completing safety training, and correcting hazards immediately. The CXM is instrumental in driving customer service excellence and ensuring that the store meets its operational goals.