Store Operations Experience Lead

Home Depot; Minnesota; On-site; USD 60,000 - 90,000; Full time

Job summary

Home Depot is seeking an Operations Experience Manager (Ops XM) to lead the Order Fulfillment team, drive service excellence, and ensure SOP adherence for inbound freight, receiving, and storefront operations.

In this role you will coach and develop associates, perform MOD duties opening/closing, support safety and training programs, and partner with store leadership to meet SLAs while maintaining a safe, inviting customer experience.

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.

Job description

Home Depot is seeking an Operations Experience Manager (Ops XM) to lead the Order Fulfillment team, drive service excellence, and ensure SOP adherence for inbound freight, receiving, and storefront operations.

In this role you will coach and develop associates, perform MOD duties opening/closing, support safety and training programs, and partner with store leadership to meet SLAs while maintaining a safe, inviting customer experience.