The Home Depot - Flagstaff, AZ
posted 4 months ago
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 adhering to operational processes. The CXM is tasked with managing all activities necessary for a safe opening and closing of the store, which involves 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 work safely at all times. Communication of priorities, completion of daily tasks, and smooth store operations are key aspects of this role. In instances where the CXM is the only manager present, they are expected to make business and associate decisions in collaboration with appropriate resources and in accordance with Standard Operating Procedures (SOPs). Additionally, the CXM provides input to the Store Manager and Assistant Store Managers regarding associate performance during ongoing performance management and talent planning discussions. While the CXM does not have direct reports, they may participate in the selection process as needed. All associates share the responsibility of maintaining a safe working environment by following safety policies and standards, completing required safety training, correcting hazards, and ensuring their own safety as well as that of their coworkers, vendors, and customers.