Customer Experience Manager

The Home Depot; Madison (WI); On-site; USD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Customer Experience Manager to join their store leadership team. In this dynamic role, you will oversee store standards, ensuring exceptional customer service and operational excellence. You will coach and train associates, manage store opening and closing procedures, and enforce safety policies to maintain a secure working environment. This position offers the opportunity to make impactful decisions and contribute to a thriving team culture. If you are passionate about customer service and leadership, this role is perfect for you!

Qualifications

• 1 year of work experience in a customer service role.
• Strong coaching and leadership skills.

Responsibilities

• Drive customer service and engagement, coach associates, and resolve customer concerns.
• Enforce safety policies and ensure store readiness.

Skills

Customer Service

Coaching

Safety Management

Operational Excellence

Education

High School Diploma or GED

Job description

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 to ensure safe 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, ensuring safety and operational excellence. They communicate priorities, ensure daily tasks are completed, and keep the store running smoothly. In times when they are the only manager available, they make business and staff decisions following SOPs. They also provide input on performance management and participate in the hiring process, despite not having direct reports. Ensuring a safe working environment and adherence to safety policies is a key responsibility.

Key Responsibilities include:

1. Customer Service / Experience (25%): Drive customer service and engagement, coach associates, recognize excellent service, and resolve customer concerns promptly.
2. People (25%): Coach in the moment, participate in performance discussions, recognize behaviors, review safety and merchandising standards, and assist in hiring processes.
3. Safety (25%): Enforce safety policies, complete safety training, use PPE, correct hazards, and recognize safe behaviors.
4. Shared Manager On Duty (25%): Lead store opening/closing, communicate priorities, perform MOD duties, ensure store readiness, and review upcoming events.

Reporting Structure and Requirements:
- Typically reports to Store Manager
- No direct reports
- No travel required
- Physical requirements include standing, walking, lifting moderate weights
- Work environment is indoors with infrequent unpleasant conditions

Minimum Qualifications:
- 18 years or older
- Legally permitted to work in the US
- High school diploma or GED
- 1 year of work experience

Preferred Qualifications: None specified
Certifications and leadership experience are not required but can be advantageous.