Customer Experience Manager

The Home Depot; Shawnee (KS); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Customer Experience Manager to enhance customer satisfaction and engagement. In this pivotal role, you will be part of the store leadership team, responsible for executing store standards and ensuring operational excellence. You will coach associates, handle customer service escalations, and maintain safety protocols, all while leading a culture of engagement. This position offers a unique opportunity to make impactful decisions and contribute to a positive shopping experience. If you have a passion for customer service and team leadership, this role is perfect for you!

Qualifications

• 1+ years of experience in a customer service role.
• Ability to coach and lead teams effectively.

Responsibilities

• Drive customer satisfaction and resolve concerns effectively.
• Coach associates and ensure training compliance.
• Enforce safety protocols and maintain hazard-free environments.

Skills

Customer Service

Coaching

Operational Processes

Safety Protocols

Team Leadership

Education

High School Diploma or GED

Job description

Job Description: Customer Experience Manager at The Home Depot

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Position Purpose

Customer Experience Managers (CXM) are part of the store leadership team responsible for executing store standards, including customer service, department readiness, and operational processes. They manage activities related to safe store opening and closing, coach associates, handle customer service escalations, and perform Manager on Duty (MOD) responsibilities. CXMs teach, coach, and train associates on company policies, ensuring safety and operational standards are maintained. They communicate priorities, ensure daily tasks are completed, and keep the store operational. CXMs may act as the only manager on shift, making business and staff decisions in partnership with resources and SOPs. They also provide performance feedback to Store and Assistant Store Managers and participate in the hiring process, despite not having direct reports. All associates are responsible for maintaining a safe work environment by adhering to safety policies, completing safety training, and correcting hazards.

Key Responsibilities

1. Customer Service / Experience: Drive customer satisfaction and engagement, coach associates, lead store culture, and resolve customer concerns effectively.
2. People: Coach in real-time, participate in performance reviews and talent planning, assist in hiring, and ensure training compliance.
3. Safety: Enforce safety protocols, complete safety training, educate on proper equipment use, and maintain hazard-free environments.
4. Shared Manager On Duty: Lead store opening and closing, communicate priorities, perform MOD duties, and ensure store readiness and safety.

Additional Details

• Reports to: Store Manager
• Direct Reports: 0
• Travel: None required
• Physical Requirements: Standing, walking, lifting up to 20 pounds
• Work Conditions: Indoor, generally comfortable environment

Minimum Qualifications

• 18+ years old
• Legally permitted to work in the U.S.

Minimum Experience

• 1 year of work experience

Education

• High school diploma or GED

Competencies

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