Operations Experience Lead - Fulfillment & Service Excellence

The Home Depot; Coventry (RI); On-site; USD 50,000 - 60,000; Full time

Job summary

The Home Depot in Rhode Island is hiring an Operations Experience Manager (Ops XM) to lead the Order Fulfillment team and uphold store standards across customer service, receiving, and merchandising.

You will coach associates, manage MOD duties, and help recruit, train, and develop talent while ensuring safety, SOPs, and accurate deliveries align with SLAs. The role requires 2+ years of supervisory retail experience and a commitment to safety and customer focus.

Qualifications

• Must be 18 years or older and legally permitted to work in the United States.
• 1 year of relevant work experience including management of people and retail operations.
• Ability to work a flexible schedule, including nights, weekends, and overtime as needed.
• Education typically acquired through completion of a high school diploma and/or GED.

Responsibilities

• Customer Service / Experience: lead by example, coach on the sales floor, ensure service levels and SLA compliance.
• People: assist with recruitment, staffing, training, and performance coaching; manage attendance and employee relations.
• Safety: enforce hazmat procedures and safety guidelines, ensure PPE use and safe lifting; lead safety training.
• Shared Manager on Duty: lead opening/closing duties, team alignment, daily priority handoffs, and adherence to SOPs.

Skills

Leadership

Operations management

Coaching

Customer service

Education

High school diploma/GED

Job description

The Home Depot in Rhode Island is hiring an Operations Experience Manager (Ops XM) to lead the Order Fulfillment team and uphold store standards across customer service, receiving, and merchandising.

You will coach associates, manage MOD duties, and help recruit, train, and develop talent while ensuring safety, SOPs, and accurate deliveries align with SLAs. The role requires 2+ years of supervisory retail experience and a commitment to safety and customer focus.