Customer Experience Manager

The Home Depot; Syosset (NY); On-site; USD 45,000 - 70,000; Full time

Job summary

An established industry player is seeking a Customer Experience Manager to enhance customer service and operational excellence. This role involves leading a team, ensuring safety standards, and driving engagement among associates. You'll be at the forefront of creating a welcoming environment, coaching staff, and resolving customer concerns efficiently. If you have a passion for customer service and a knack for leadership, this is your chance to make a significant impact in a dynamic retail setting.

Qualifications

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

Responsibilities

• Drive customer service and engagement while coaching associates.
• Enforce safety policies and ensure store readiness.

Skills

Customer Service

Coaching

Safety Compliance

Team Leadership

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 for safe store opening and closing, coach associates, address escalations, and perform Manager on Duty (MOD) responsibilities. CXMs teach, coach, and train associates on policies and procedures, ensuring safety and high standards. They communicate priorities, ensure daily tasks are completed, and keep the store operational. In times when they are the only manager available, they make business and personnel decisions following SOPs. They also provide performance feedback to Store Managers and participate in the hiring process, despite not having direct reports. Ensuring a safe working environment is a shared responsibility.

Key Responsibilities

1. Customer Service / Experience (25%): Drive customer service and engagement; coach associates; lead GET culture; handle customer concerns and ensure quick resolution; monitor customer flow and checkout efficiency.
2. People (25%): Provide coaching; participate in performance conversations and discipline; recognize associates; review safety and merchandising standards; ensure training completion; participate in hiring processes.
3. Safety (25%): Enforce safety policies; complete safety training; guide proper PPE use; correct hazards; ensure safety checklists are completed; recognize safe behaviors.
4. Shared Manager On Duty (25%): Lead store kickoff; conduct department walks; perform opening, closing, and MOD duties; communicate priorities; ensure store readiness and equipment functionality.

Additional Details

• Reports to: Store Manager
• Direct Reports: 0
• Travel: None
• Physical Requirements: Standing, walking, lifting up to 20 pounds
• Working Conditions: Indoor, infrequent unpleasant conditions

Qualifications

• Minimum Age: 18
• Legal Work Permit: Yes
• Education: High school diploma or GED
• Work Experience: At least 1 year

Competencies

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