Customer Experience Manager

The Home Depot - Fort Worth, TX

Full-time

Fort Worth, TX

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.
• Monitor customer flow through checkouts to ensure fast service and address customer concerns effectively.
• Provide in-the-moment coaching based on observations and behavior, partnering with ASMs for performance conversations.
• Recognize associates for demonstrating expectations and use recognition tools to highlight positive behaviors.
• Conduct quality walks of recently completed tasks and ensure compliance with safety and store appearance standards.
• Ensure associates complete training requirements and participate in talent planning for hourly associates.
• Assist in the associate interview and hiring process, and manage scheduling and attendance issues.
• Ensure adherence to safety and hazmat procedures, providing guidance on proper PPE and lifting techniques.
• Lead store kickoff meetings, communicate priorities, and perform opening and closing tasks.

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.