Fulfillment & Service Experience Leader

The Home Depot; Tacoma (WA); On-site; USD 56,000 - 66,000; Full time

Job summary

The Home Depot in Washington state is seeking an Operations Experience Manager (Ops XM) to lead the Order Fulfillment team and drive excellence in customer service, SOP adherence, and safety. You will perform MOD duties, manage inbound freight, and participate in talent planning and development while ensuring the store runs smoothly.

You will coach associates on policies, safety procedures, and customer service, while partnering with leadership to execute deployment of daily priorities and

Qualifications

• 1 year of relevant work experience, including management of people and retail operations.
• Ability to manage multiple priorities and coach a team on process adherence.
• Knowledge of store operations and customer service standards.

Responsibilities

• Customer Service / Experience: lead and coach on the sales floor to model proper techniques and provide real-time coaching; direct order fulfillment workflows to meet SLAs; audit orders for accuracy and quality; resolve customer concerns and escalate when needed.
• People: assist with recruitment and interviews; monitor staffing and attendance; ensure training (KD) is current and drive engagement; provide performance feedback and document performance reviews.
• Safety: enforce hazmat procedures and safety guidelines; ensure PPE use and safe lifting; maintain safe walkways and complete safety checklists.
• Shared Manager on Duty: handle opening & closing duties; lead department kickoff meetings; validate daily priorities; ensure checks and safety inspections are completed; coordinate merchandising actions.

Skills

Customer service

People leadership

Operations management

Hiring & onboarding

Training

Safety SOPs

Education

High school diploma or GED

Job description

The Home Depot in Washington state is seeking an Operations Experience Manager (Ops XM) to lead the Order Fulfillment team and drive excellence in customer service, SOP adherence, and safety. You will perform MOD duties, manage inbound freight, and participate in talent planning and development while ensuring the store runs smoothly.

You will coach associates on policies, safety procedures, and customer service, while partnering with leadership to execute deployment of daily priorities and