Customer Experience Manager

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

Job summary

An established industry player is seeking a dynamic Customer Experience Manager to join their leadership team. This role focuses on enhancing customer service, coaching associates, and ensuring operational excellence within the store. You'll drive engagement, lead safety initiatives, and manage daily tasks to uphold high service standards. If you're passionate about creating exceptional customer experiences and leading teams, this opportunity offers a chance to make a significant impact in a supportive environment.

Qualifications

• 1 year of experience in a customer service role.
• Ability to coach and train associates on store policies.

Responsibilities

• Drive customer service and engagement while coaching associates.
• Enforce safety policies and ensure proper usage of PPE.
• Lead store opening and closing procedures as Manager on Duty.

Skills

Customer Service

Coaching

Safety Enforcement

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 to ensure safe opening and closing procedures, 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 high service 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 staff decisions following SOPs. They also provide input on employee performance and participate in hiring processes, although they do not have direct reports. Ensuring a safe working environment is a key responsibility.

Key Responsibilities

1. Customer Service / Experience (25%): Drive customer service and engagement, coach associates, lead store culture, resolve customer concerns, and monitor checkout flow.
2. People (25%): Coach in the moment, participate in performance discussions, recognize employees, review safety and merchandising standards, and assist in hiring and performance management.
3. Safety (25%): Enforce safety policies, complete safety training, ensure proper PPE usage, correct hazards, and promote safe behaviors.
4. Shared Manager On Duty (25%): Lead store opening and closing, communicate priorities, perform MOD tasks, ensure store readiness, and coordinate with team members on store events and issues.

Additional Details

• Reports to: Store Manager
• Direct Reports: 0
• Travel: None
• Physical Requirements: Standing, walking, lifting up to 20 pounds
• Working Conditions: Indoor, controlled environment
• Minimum Qualifications: 18+ years old, eligible to work in the U.S., high school diploma or GED, 1 year of experience
• Preferred Qualifications: None
• Certifications: None required
• Core Competencies: Action Oriented, Directs Work, Builds Effective Teams, Drives Engagement