Customer Experience Manager

$62,000 - $72,000/Yr

The Home Depot - Bellevue, WA

Full-time - Entry Level

Bellevue, WA

Building Material and Garden Equipment and Supplies Dealers

About the position

The Customer Experience Manager (CXM) is a key member of the store leadership team at Home Depot, responsible for overseeing the execution of store standards, enhancing customer service, and ensuring operational processes are followed. The CXM plays a crucial role in coaching associates, managing 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.
• Lead GET culture and set the example for customer interactions, recognizing wins and coaching on improvements.
• Ensure customer concerns are resolved effectively and promptly.
• Provide feedback on service standards and monitor customer flow through checkouts.
• Provide in-the-moment coaching based on observations and behavior.
• Partner with Assistant Store Managers (ASMs) regarding formal performance conversations and discipline.
• Recognize associates for demonstrating expectations and use recognition tools to highlight positive behaviors.
• Conduct quality walks of recently completed tasks and ensure areas are set according to standards.
• Assist Store Manager (SM) and ASMs with the associate interview and hiring process.
• Ensure associates follow all safety and hazmat procedures and complete specified safety training courses.
• Lead store kickoff meetings and ensure store readiness for operations.

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 or GED is required.
• 1 year of work experience is preferred.

Benefits

• Competitive salary between $62,000 - $72,000 per year.
• Opportunities for career advancement within the company.