Customer Experience Manager

The Home Depot; Fridley (MN); On-site; USD 50,000 - 70,000; Full time

Job summary

The Home Depot is seeking a Customer Experience Manager to join their leadership team in Fridley, MN. This role involves overseeing store standards, managing customer service, coaching associates, and ensuring operational efficiency. Ideal candidates will have a high school diploma and at least one year of experience, along with strong leadership competencies.

Qualifications

• Must be 18 or older and legally permitted to work in the U.S.
• At least 1 year of work experience required.

Responsibilities

• Drive customer service and associate engagement.
• Provide coaching and participate in performance reviews.
• Enforce safety policies and promote safe behaviors.
• Lead store opening and closing, ensuring store readiness.

Skills

Action Oriented

Directs Work

Builds Effective Teams

Drives Engagement

Education

High school diploma or GED

Job description

Job Title: Customer Experience Manager at The Home Depot

Join to apply for the Customer Experience Manager role at The Home Depot.

Position Purpose: Customer Experience Managers (CXM) are members of the store leadership team responsible for overseeing store standards, including customer service, department readiness, and operational processes. They manage activities related to store opening and closing, coach associates, address customer escalations, and perform Manager on Duty (MOD) responsibilities. CXMs teach, coach, and train associates on policies and procedures, ensure safety, communicate priorities, and keep the store operationally efficient. They may be the sole manager on duty and are expected to make business and personnel decisions in partnership with other management, following SOPs. They provide input on associate performance and participate in the hiring process, ensuring a safe working environment for all.

Key Responsibilities:

1. Customer Service / Experience (25%): Drive customer service and associate engagement; coach on customer service techniques; lead the GET culture; resolve customer concerns promptly; monitor customer flow and checkout efficiency.
2. People (25%): Provide coaching, participate in performance reviews, recognize and develop associates, assist with hiring, and ensure training compliance.
3. Safety (25%): Enforce safety policies, complete safety training, correct hazards, and promote safe behaviors among associates.
4. Shared Manager On Duty (25%): Lead store opening and closing, communicate priorities, perform MOD duties, ensure store readiness, and coordinate store activities.

Additional Details:

• Reports to: Store Manager
• Direct Reports: None
• Travel: None required
• Physical Requirements: Standing, walking, lifting moderate weight
• Working Conditions: Indoor environment, infrequent unpleasant conditions

Minimum Qualifications:

• Age 18 or older
• Legally permitted to work in the U.S.

Education & Experience:

• High school diploma or GED
• At least 1 year of work experience

Competencies:

• Action Oriented
• Directs Work
• Builds Effective Teams
• Drives Engagement