Operations Experience Manager

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. They lead 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 also responsible for implementing Shrink Action Plans within their areas of responsibility, performing Manager on Duty (MOD) functions—including safe opening and closing processes—in accordance with established SOPs, and 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. Strict adherence to all timekeeping and break policies is required. Ops XMs provide input to store leadership on associate performance, talent planning, and selection, 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 immediate 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 informal and formal performance‑based coaching and provide performance observations to store management. Responsible for completing performance management 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 actively resolve associate concerns consistent with company policy to maintain high engagement levels. 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 associates who demonstrate safe practices. Verify that all relevant safety checklists are completed on time and confirm that corrective actions are implemented. Model safe work practices and complete all assigned safety training. Guide associates on the proper use of Personal Protective Equipment (PPE) and safe lifting techniques. Enforce safe distances around Lift Equipment and ensure associates understand the correct policies. Maintain safe aisles and walking surfaces by keeping them clear of debris. Assist customers shopping in an unsafe manner to prevent injury. Immediately correct unsafe conditions and hazardous situations as they arise. 25% – Shared Manager on Duty – Opening & Closing Operations: Perform all Opening/Closing duties, including securing the building and balancing registers, in strict adherence to security SOPs. Team Alignment: Lead store kickoff meetings and walk each department to communicate tasks and ensure total store readiness. Operational Continuity: Conduct hand‑off walks with the prior MOD and partner with the Store Manager/ASMs to validate daily priorities. Execution & Compliance: Verify timely completion of store checklists and equipment safety inspections, ensuring immediate corrective actions are implemented. Merchandising Strategy: Review upcoming events and ads to determine required actions and partner with supervisors to ensure execution. Direct Manager / Direct Reports This position typically reports to 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, and lifting material or equipment. Some loads may be heavy or awkward. Working Conditions Typically in a comfortable indoor area with exposure to mild physical discomfort from dust, fumes, 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 At least 1 year prior merchandising and/or operational experience. At least 1 year leadership experience, preferably big box retail. Knowledge of the home improvement industry. Minimum Education High school diploma or GED. Preferred Education No additional education. Minimum Years Of Work Experience 2+ years of previous related work experience. Preferred Years Of Work Experience No additional years of experience. Minimum Leadership Experience 1+ year of previous leadership experience. Preferred Leadership Experience 1+ year of previous leadership experience. Certifications None. Competencies Action Oriented Decision Quality Collaborates Self‑Development Situational Adaptability Communicates Effectively Customer Focus Manages Conflict Develops Talent #J-18808-Ljbffr The Home Depot