Customer Experience Manager

The Home Depot - Corvallis, OR

Full-time

Corvallis, OR

Building Material and Garden Equipment and Supplies Dealers

About the position

The Customer Experience Manager (CXM) plays a crucial role within the store leadership team at Home Depot, responsible for overseeing the execution of store standards across various departments. This position is pivotal in ensuring that customer service, department readiness, and operational processes are maintained at high standards. The CXM is tasked with managing all activities necessary for a safe opening and closing of the store, which includes coaching associates, addressing customer service escalations, and fulfilling Manager on Duty (MOD) responsibilities. The CXM is 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. In this role, the CXM will communicate priorities to the team, ensure daily tasks are completed efficiently, 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 collaboration with appropriate resources while following Standard Operating Procedures (SOPs). The CXM will also provide valuable 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 for new associates as needed. The CXM is responsible for fostering a safe working environment by ensuring compliance with safety policies and standards, completing necessary safety training, and promptly addressing any hazards or unsafe conditions. This role is essential in driving customer service excellence and associate engagement, ensuring that the store meets its operational goals while providing a positive shopping experience for customers.

Responsibilities

• Drive customer service and associate engagement; coach associates on proper customer service techniques and ensure team is providing 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.
• Provide feedback on service standards and monitor customer flow through checkouts to ensure 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.
• Assist SM and ASMs with associate interview and hiring process, and approve and address missed punches and schedule changes.
• Ensure associates follow all safety and hazmat procedures and complete specified safety training courses applicable to their role.
• Lead store kickoff meetings and perform Opening, Closing, and MOD tasking as well as other whole store focus responsibilities.

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.