The Home Depot
Overview
Customer Experience Manager (CXM) at The Home Depot is a member of the store leadership team responsible for executing store standards across the store, including customer service, department readiness, and operational processes. The CXM coaches associates, addresses customer service escalations, and performs Manager on Duty (MOD) responsibilities. The role includes teaching, coaching, and training associates on Home Depot policies and procedures and ensuring a safe working environment at all times. CXMs communicate priorities, ensure daily tasks are completed, and keep the store running smoothly. In some cases, the CXM may be the only Manager available and will make business and associate decisions in partnership with appropriate resources and following SOPs. The CXM provides input to the Store Manager and Assistant Store Managers on associate performance through ongoing performance management and talent planning discussions. Although the CXM does not have direct reports, they participate in the selection process as needed. Each associate is responsible for maintaining a safe working environment by following safety policies and standards, completing required safety training, correcting hazards, and working safely to protect themselves, coworkers, vendors, and customers.
Position Identifier : Req157073
Key Responsibilities
25% - Customer Service / Experience: Drive customer service and associate engagement; coach on customer service techniques; model GET culture; observe interactions, recognize wins, and coach for improvement. Resolve customer concerns promptly, ensure understanding of the impact of excellent service, in-stock levels, and store appearance. Recognize excellent service behaviors and provide feedback on service standards. Monitor customer flow at checkouts to ensure fast service. 25% - People: Provide in-the-moment coaching; partner with ASMs on formal performance conversations and discipline. Recognize associates for meeting expectations; use recognition tools to highlight values-based behaviors and productivity. Conduct safety and merchandising reviews, ensure training requirements are met, and contribute to talent planning for hourly associates. Assist with associate interviews and hiring; address timekeeping issues and communicate follow-up actions. Ensure adherence to store standards and policies. 25% - Safety: Ensure adherence to safety and hazmat procedures and Safety Matters guidelines. Complete required safety training, use proper PPE, teach proper lifting techniques, and enforce safe distances around equipment. Adhere to SOPs, correct unsafe conditions, and maintain safe aisles and flooring. Complete store checklists on time and provide input to prevent recurring issues. Acknowledge safe behaviors. 25% - Shared Manager On Duty: Lead department readiness, communicate priorities, and perform opening/closing MOD tasks. Conduct hand-off with the prior MOD, validate daily store priorities with ASMs and SMs, ensure checklists are completed on time, ensure equipment is functioning, and coordinate with DS/ASM on upcoming events or ads.
Position Details
Direct Manager/Direct Reports:
Typically reports to Store Manager; 0 direct reports. Travel Requirements:
No travel required. Physical Requirements:
Stand/walk for extended periods; occasional lifting/handling of 8-20 pounds. Working Conditions:
Indoor, generally comfortable; any unpleasant conditions are infrequent.
Qualifications
Minimum Qualifications:
Must be 18 years or older; legally permitted to work in the United States. Minimum Education:
High school diploma and/or GED. Minimum Years of Work Experience:
1 year. Competencies:
Action Oriented; Directs Work; Builds Effective Teams; Drives Engagement.
Preferred Qualifications : None
Note:
This description retains the original job information and does not introduce new facts. It has been reformatted for clarity and accessibility while removing boilerplate and extraneous sections not essential to the role.
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Customer Experience Manager (CXM) at The Home Depot is a member of the store leadership team responsible for executing store standards across the store, including customer service, department readiness, and operational processes. The CXM coaches associates, addresses customer service escalations, and performs Manager on Duty (MOD) responsibilities. The role includes teaching, coaching, and training associates on Home Depot policies and procedures and ensuring a safe working environment at all times. CXMs communicate priorities, ensure daily tasks are completed, and keep the store running smoothly. In some cases, the CXM may be the only Manager available and will make business and associate decisions in partnership with appropriate resources and following SOPs. The CXM provides input to the Store Manager and Assistant Store Managers on associate performance through ongoing performance management and talent planning discussions. Although the CXM does not have direct reports, they participate in the selection process as needed. Each associate is responsible for maintaining a safe working environment by following safety policies and standards, completing required safety training, correcting hazards, and working safely to protect themselves, coworkers, vendors, and customers.
Position Identifier : Req157073
Key Responsibilities
25% - Customer Service / Experience: Drive customer service and associate engagement; coach on customer service techniques; model GET culture; observe interactions, recognize wins, and coach for improvement. Resolve customer concerns promptly, ensure understanding of the impact of excellent service, in-stock levels, and store appearance. Recognize excellent service behaviors and provide feedback on service standards. Monitor customer flow at checkouts to ensure fast service. 25% - People: Provide in-the-moment coaching; partner with ASMs on formal performance conversations and discipline. Recognize associates for meeting expectations; use recognition tools to highlight values-based behaviors and productivity. Conduct safety and merchandising reviews, ensure training requirements are met, and contribute to talent planning for hourly associates. Assist with associate interviews and hiring; address timekeeping issues and communicate follow-up actions. Ensure adherence to store standards and policies. 25% - Safety: Ensure adherence to safety and hazmat procedures and Safety Matters guidelines. Complete required safety training, use proper PPE, teach proper lifting techniques, and enforce safe distances around equipment. Adhere to SOPs, correct unsafe conditions, and maintain safe aisles and flooring. Complete store checklists on time and provide input to prevent recurring issues. Acknowledge safe behaviors. 25% - Shared Manager On Duty: Lead department readiness, communicate priorities, and perform opening/closing MOD tasks. Conduct hand-off with the prior MOD, validate daily store priorities with ASMs and SMs, ensure checklists are completed on time, ensure equipment is functioning, and coordinate with DS/ASM on upcoming events or ads.
Position Details
Direct Manager/Direct Reports:
Typically reports to Store Manager; 0 direct reports. Travel Requirements:
No travel required. Physical Requirements:
Stand/walk for extended periods; occasional lifting/handling of 8-20 pounds. Working Conditions:
Indoor, generally comfortable; any unpleasant conditions are infrequent.
Qualifications
Minimum Qualifications:
Must be 18 years or older; legally permitted to work in the United States. Minimum Education:
High school diploma and/or GED. Minimum Years of Work Experience:
1 year. Competencies:
Action Oriented; Directs Work; Builds Effective Teams; Drives Engagement.
Preferred Qualifications : None
Note:
This description retains the original job information and does not introduce new facts. It has been reformatted for clarity and accessibility while removing boilerplate and extraneous sections not essential to the role.
#J-18808-Ljbffr