Customer Experience Manager

Jobtailor; Fort McMurray; On-site; CAD 52,000 - 76,000; Full time

Job summary

Home Depot is seeking a seasoned Store Manager to oversee the entire store, guiding customer service, department readiness, and day-to-day operations. You will coach associates, handle escalations, and partner with leadership to drive performance and talent planning.

The role requires leadership experience, strong communication, and a flexible schedule. You will manage opening/closing tasks, safety processes, and inventory readiness in a fast-paced retail environment.

Qualifications

• High School Diploma or Equivalent.
• 2 years of customer service experience an asset
• 1 to 2 years Retail or Trade experience an asset
• At least one year of relevant work experience as a leader/supervisor
• Organizational skills
• Problem-solving skills
• Advanced communication skills
• Must be able to work a flexible schedule
• Ability to perform physical tasks including bending, stooping, reaching, twisting, lifting, pushing, pulling, moving merchandise and tools, and climbing a ladder
• Ability to quickly respond to public address system announcements
• Ability to move around the store and communicate with and assist associates and customers
• Ability to operate a computer and other technology
• Ability to identify and read reports, tickets and UPC labels

Responsibilities

• Oversee execution of store standards across the entire store, including customer service, department readiness and operational processes
• Manage activities required for safe opening and closing processes
• Deliver customer service by coaching associates and addressing customer service escalations
• Make business and associate decisions when serving as the only manager available, in partnership with appropriate resources and policies
• Provide input to the Store Manager and Assistant Store Managers on associate performance through performance management and talent planning discussions
• Participate in selection and hiring processes as needed
• Drive customer service and associate engagement; coach and train associates on customer service techniques
• Assign, manage and direct associate work and duties
• Resolve customer escalations within the store and through Customer Care
• Ensure store readiness for high-volume periods
• Monitor customer flow through checkouts and ensure fast, friendly service
• Provide in-the-moment direction, coaching and performance management
• Conduct formal performance conversations and discipline on customer service matters
• Recognize associates demonstrating Home Depot’s core values
• Identify and develop high-potential associates
• Enforce safety and work policies
• Lead store kickoff meetings and department readiness walks
• Communicate messages, priorities and tasks to associates
• Manage opening, closing, Manager on Duty tasking and day-to-day store operations
• Ensure completion of store checklists and verify issue correction and preventive actions
• Ensure equipment and machines are functioning properly
• Review events and advertisements and coordinate required actions with Department Supervisors or Assistant Store Managers

Skills

Customer Service

Leadership Experience

Performance Management

Organizational Skills

Problem-Solving

Advanced Communication

Flexible Schedule

Retail or Trade Experience

Safety Enforcement

Store Operations

Education

High School Diploma or Equivalent

Tools

Public Address System

Computer Operation

UPC Labels

Job description

• Oversee execution of store standards across the entire store, including customer service, department readiness and operational processes
• Manage activities required for safe opening and closing processes
• Deliver customer service by coaching associates and addressing customer service escalations
• Make business and associate decisions when serving as the only manager available, in partnership with appropriate resources and policies
• Provide input to the Store Manager and Assistant Store Managers on associate performance through performance management and talent planning discussions
• Participate in selection and hiring processes as needed
• Drive customer service and associate engagement; coach and train associates on customer service techniques
• Assign, manage and direct associate work and duties
• Resolve customer escalations within the store and through Customer Care
• Ensure store readiness for high-volume periods
• Monitor customer flow through checkouts and ensure fast, friendly service
• Provide in-the-moment direction, coaching and performance management
• Conduct formal performance conversations and discipline on customer service matters
• Recognize associates demonstrating Home Depot’s core values
• Identify and develop high-potential associates
• Enforce safety and work policies
• Lead store kickoff meetings and department readiness walks
• Communicate messages, priorities and tasks to associates
• Manage opening, closing, Manager on Duty tasking and day-to-day store operations
• Ensure completion of store checklists and verify issue correction and preventive actions
• Ensure equipment and machines are functioning properly
• Review events and advertisements and coordinate required actions with Department Supervisors or Assistant Store Managers

Requirements

• Highschool Diploma or Equivalent
• 2 years of customer service experience an asset
• 1 to 2 years Retail or Trade experience an asset
• At least one year of relevant work experience as a leader/supervisor
• Organizational skills
• Problem-solving skills
• Advanced communication skills
• Must be able to work a flexible schedule
• Ability to perform physical tasks including bending, stooping, reaching, twisting, lifting, pushing, pulling, moving merchandise and tools, and climbing a ladder
• Ability to quickly respond to public address system announcements
• Ability to move around the store and communicate with and assist associates and customers
• Ability to operate a computer and other technology
• Ability to identify and read reports, tickets and UPC labels

Core Competencies

Demonstrates strong leadership and organizational skills in managing store operations, ensuring customer service excellence, and developing associates. Capable of executing safety protocols and performance management while maintaining a flexible schedule.

Highest-signal resume keywords

• Customer Service Management
• Leadership Experience
• Performance Management
• Organizational Skills
• Problem-Solving Skills

ATS Optimization Keywords

Hard Skills

• Retail Experience
• Trade Experience
• Performance Conversations
• Safety Enforcement
• Store Operations Management

Soft Skills

• Advanced Communication Skills
• Coaching and Training
• Associate Engagement

Certifications & Qualifications

• High School Diploma or Equivalent

Industry Keywords

• Customer Service Escalations
• Store Readiness
• Department Readiness
• Associate Performance
• Flexible Schedule

Tools & Technologies

• Computer Operation
• Public Address System