Operations Experience Manager

The Home Depot

Petoskey (MI)

On-site

USD 54,000 - 68,000

Full time

14 days+

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Job summary

The Home Depot in Michigan is seeking an Operations Experience Manager (Ops XM) to lead the Order Fulfillment team, ensuring service excellence, proper staging, and SOP adherence on the sales floor.

As MOD, you will open/close the store, coordinate tasks, coach associates, and support safety and compliance while meeting SLAs and customer needs. 1+ year leadership; high school diploma or GED required.

Qualifications

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.
Strong leadership and coaching capabilities with a focus on safety and SOP adherence.

Responsibilities

30% – Customer Service / Experience: lead service leadership, ensure SLA-compliant order fulfillment, audit delivery orders.
30% – People – Talent Acquisition: assist with recruitment, staffing, training, and development.
15% – Safety: enforce hazmat procedures, safety training, and PPE use.
25% – Shared MOD – Opening & Closing Operations: perform opening/closing duties, lead kickoff meetings, verify checklists.

Skills

Staff leadership

Customer service

Operations management

Retail

Education

High school diploma or GED

Tools

HDPhone learning tools

Job description

Position Purpose

Operations Experience Managers (Ops XM) are members of the store leadership team responsible for executing store standards, including customer service, department readiness, and operational processes. This role leads the Order Fulfillment team in executing best practices for picking, staging, and loading to ensure an excellent interconnected experience.

The Ops XM drives operational excellence by physically executing inbound freight processes and auditing receiving procedures to verify SOP adherence. They are responsible for implementing Shrink Action Plans within their areas of responsibility. The Ops XM performs Manager on Duty (MOD) functions—including safe opening and closing processes—strictly in accordance with established SOPs, escalating non‑standard issues to the Store Manager or ASM. When serving as the MOD, they implement business decisions by partnering with appropriate resources and following SOPs.

This position requires strict adherence to all time‑keeping and break policies. Ops XMs provide input to store leadership on associate performance, talent planning, and selection. They coach and train associates on company policies, safety procedures, and customer service, while championing a safe working environment by ensuring associates complete training, correcting hazards immediately, and upholding all company safety standards.

Key Responsibilities

30% – Customer Service / Experience
Service Leadership: Champion the GET culture by working alongside the team to model proper techniques and providing real‑time coaching on the sales floor.
Fulfillment Operations: Direct D93 (Receiving) and D94 (Order Fulfillment) workflows to ensure all orders are received, picked, and staged within Service Level Agreements (SLAs).
Quality Assurance: Proactively prevent customer issues by auditing delivery orders for accuracy and quality standards.
Conflict Resolution: Promptly resolve customer concerns to ensure satisfaction, while identifying and escalating complex issues to senior leadership when necessary.
Recognition: Drive morale by identifying and rewarding great service behaviors using Bravos and Homers.
Operational Standards: Ensure associates understand and execute in‑stock maintenance and store appearance guidelines to support sales performance.
30% – People – Talent Acquisition
Assist with recruitment and interviews to provide input to the Store Manager/ASM.
Staffing & Attendance: Monitor department staffing to address coverage gaps and manage attendance variances.
Training & Compliance: Ensure D93/D94 training (KD) is current and drive engagement via HDPhone learning tools.
Performance Management: Provide coaching and performance observations to store management and complete required documentation for review by the Assistant Store Manager.
Coaching & Development: Provide real‑time feedback and maintain active Development Blueprints to improve sales, service, and product knowledge.
Operational Execution: Conduct daily walkthroughs to validate safety, SOP adherence, RTV/ZMA audits, and inbound freight preparation.
Employee Relations: Champion “Voice of the Associate” initiatives and resolve associate concerns consistent with company policy.
Accountability: Enforce company policies and hold associates accountable for safety and operational standards.
15% – Safety
Ensure strict adherence to hazmat procedures, SOPs, and Safety Matters guidelines.
Immediately intervene to correct unsafe behaviors and recognize those demonstrating safe practices.
Verify timely completion of safety checklists and corrective actions.
Model safe work practices and complete all assigned safety training.
Guide associates on the proper use of PPE and safe lifting techniques.
Enforce safe distances around lift equipment and maintain clear paths.
25% – Shared Manager on Duty – Opening & Closing Operations
Perform opening/closing duties, secure the building, and balance registers following security SOPs.
Lead store kickoff meetings and walk departments to communicate tasks and ensure readiness.
Conduct hand‑off walks with the previous MOD and partner with the Store Manager/ASM to validate priorities.
Verify completion of store checklists and equipment safety inspections, ensuring corrective actions are implemented.
Review upcoming events and promotions to determine required actions and partner with supervisors for execution.

Direct Manager/Direct Reports

This position typically reports to the Operations Assistant Manager.
This position has 4 direct reports.

Travel Requirements

No travel required.

Physical Requirements

Requires intermittent periods of continuous physical exertion such as walking, standing, stooping, climbing, lifting material or equipment, some of which may be heavy or awkward.

Working Conditions

Typically located in a comfortable indoor area. May involve exposure to dust, fumes or odors, temperature extremes, loud noise, drafts, or bright lights.

Minimum Qualifications

Must be 18 years of age or older.
Must be legally permitted to work in the United States.
Ability to work a flexible schedule, including nights, weekends, and overtime as needed.
1 year of relevant work experience, including management of people and retail operations.

Preferred Qualifications