The Home Depot
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Customer Experience Manager - Closing
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The Home Depot Position Purpose Customer Experience Managers (CXM) are members of the store leadership team that oversees execution of store standards across the entire store, including customer service, department readiness, and operational process. CXMs manage all activities required to ensure a safe opening and closing process. They coach associates, address customer service escalations, and perform Manager on Duty (MOD) responsibilities. This position will teach, coach and train associates on The Home Depot policies and procedures and ensure all associates are working in a safe manner all the time. CXMs communicate priorities, ensure daily tasks are completed and keep the store running smoothly. At times, CXMs may be the only Manager available and will be expected to make business and associate decisions in partnership with appropriate resources and following SOPs. CXMs provide input to Store Manager and Assistant Store Managers on Associates performance through ongoing performance management and talent planning discussions. Although the CXM does not have direct reports, they will participate in the selection process as needed. Each associate has the responsibility of providing a safe working environment by following all safety policies & standards, completing specified safety training, immediately correcting hazards & unsafe conditions, and working safely as to not endanger themselves, co-workers, vendors, or customers.
Key Responsibilities
25% - Customer Service / Experience: Drive customer service and associate engagement; coach associates on customer service techniques and ensure the team provides high levels of customer service. Lead GET culture, observe customer interactions, recognize wins, and coach on improvements. Ensure customer concerns are solved effectively and resolved promptly. Ensure associates understand the impact of excellent customer service, in-stock, and store appearance. Recognize great customer service behaviors. Monitor customer flow through checkouts and ensure fast service.
25% - People: Provide in-the-moment coaching based on observations and behavior. Partner with ASMs regarding formal performance conversations and discipline. Recognize associates for demonstrating expectations. Use recognition tools to highlight values-based behaviors and productivity. Review productivity tasks across store tasking platforms and conduct quality walks of tasks. Ensure training requirements are completed. Input to ASMs on associate performance and participate in talent planning for all hourly associates. Assist SM and ASMs with interview and hiring processes. Address attendance and schedule changes; communicate follow-up actions.
25% - Safety: Ensure associates follow all safety and hazmat procedures. Complete required safety training and follow prevention policies. Use proper PPE and guide proper use. Teach safe lifting techniques and maintain safe aisles and floors. Adhere to SOPs and correct unsafe conditions. Ensure store checklists are completed on time. Recognize safe behavior.
25% - Shared Manager On Duty: Lead store kickoff meetings and walk each department to ensure readiness. Communicate messages, priorities and tasks to all associates. Perform Opening, Closing and MOD tasks and other whole-store focus responsibilities. Conduct hand-off with the prior MOD and validate daily priorities with ASMs and SMs. Ensure equipment is functioning and review events/ads for required actions.
Direct Manager/Direct Reports
This Position typically reports to Store Manager
This Position has 0 Direct Reports
Travel Requirements
No travel required.
Physical Requirements
Must continuously stand or walk; may lift/handle/carry moderate weight (8-20 pounds).
Working Conditions
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Minimum Education
High school diploma and/or GED.
Minimum Years Of Work Experience
1
Competencies
Action Oriented
Directs Work
Builds Effective Teams
Drives Engagement
#J-18808-Ljbffr
Customer Experience Manager - Closing
role at
The Home Depot Position Purpose Customer Experience Managers (CXM) are members of the store leadership team that oversees execution of store standards across the entire store, including customer service, department readiness, and operational process. CXMs manage all activities required to ensure a safe opening and closing process. They coach associates, address customer service escalations, and perform Manager on Duty (MOD) responsibilities. This position will teach, coach and train associates on The Home Depot policies and procedures and ensure all associates are working in a safe manner all the time. CXMs communicate priorities, ensure daily tasks are completed and keep the store running smoothly. At times, CXMs may be the only Manager available and will be expected to make business and associate decisions in partnership with appropriate resources and following SOPs. CXMs provide input to Store Manager and Assistant Store Managers on Associates performance through ongoing performance management and talent planning discussions. Although the CXM does not have direct reports, they will participate in the selection process as needed. Each associate has the responsibility of providing a safe working environment by following all safety policies & standards, completing specified safety training, immediately correcting hazards & unsafe conditions, and working safely as to not endanger themselves, co-workers, vendors, or customers.
Key Responsibilities
25% - Customer Service / Experience: Drive customer service and associate engagement; coach associates on customer service techniques and ensure the team provides high levels of customer service. Lead GET culture, observe customer interactions, recognize wins, and coach on improvements. Ensure customer concerns are solved effectively and resolved promptly. Ensure associates understand the impact of excellent customer service, in-stock, and store appearance. Recognize great customer service behaviors. Monitor customer flow through checkouts and ensure fast service.
25% - People: Provide in-the-moment coaching based on observations and behavior. Partner with ASMs regarding formal performance conversations and discipline. Recognize associates for demonstrating expectations. Use recognition tools to highlight values-based behaviors and productivity. Review productivity tasks across store tasking platforms and conduct quality walks of tasks. Ensure training requirements are completed. Input to ASMs on associate performance and participate in talent planning for all hourly associates. Assist SM and ASMs with interview and hiring processes. Address attendance and schedule changes; communicate follow-up actions.
25% - Safety: Ensure associates follow all safety and hazmat procedures. Complete required safety training and follow prevention policies. Use proper PPE and guide proper use. Teach safe lifting techniques and maintain safe aisles and floors. Adhere to SOPs and correct unsafe conditions. Ensure store checklists are completed on time. Recognize safe behavior.
25% - Shared Manager On Duty: Lead store kickoff meetings and walk each department to ensure readiness. Communicate messages, priorities and tasks to all associates. Perform Opening, Closing and MOD tasks and other whole-store focus responsibilities. Conduct hand-off with the prior MOD and validate daily priorities with ASMs and SMs. Ensure equipment is functioning and review events/ads for required actions.
Direct Manager/Direct Reports
This Position typically reports to Store Manager
This Position has 0 Direct Reports
Travel Requirements
No travel required.
Physical Requirements
Must continuously stand or walk; may lift/handle/carry moderate weight (8-20 pounds).
Working Conditions
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Minimum Education
High school diploma and/or GED.
Minimum Years Of Work Experience
1
Competencies
Action Oriented
Directs Work
Builds Effective Teams
Drives Engagement
#J-18808-Ljbffr