Customer Experience Managers (CXM) are members of the store leadership team, overseeing 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. CXMs will communicate priorities, ensure daily tasks are completed and store is 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 will provide input to Store Manager and Assistant Store Managers on Associates performance through the ongoing performance management and talent planning discussions. Although the CXM does not have direct reports, they will participate in the selection process as needed.

REPLENISHMENT:

Partner with Night Operations ASM to determine responsibilities to drive efficiencies and overnight productivity

Supervise the unload, pack-out, and pack-down processes to allow NOASM to focus on driving productivity

Execute Bay Directed Pack down Quality Walks to ensure associates are completing the process correctly

Ensure all trucks and trailers are received and unloaded timely and efficiently

Ensure all freight is packed out or placed in overhead bins quickly and efficiently

Ensure that all trash is cleaned up and the store is Grand Opening ready at the end of the shift

Prioritize and communicate messages and tasks to all associates and leaders in store

PEOPLE:

Provide in the moment coaching based on observations and behavior. Partners with Night Operations ASMs regarding formal performance conversations and discipline. Recognizes associates for demonstrating expectations

Use recognition tools (BRAVO / Homer) to highlight associates demonstrating value-based behaviors and productivity

Give input to Night Operations ASM on associate performance and participate in talent planning for all hourly associates

Assist SM and Night Operations ASM with associate interview and hiring process

Approve and address missed punches, variances, schedule changes, receive \"call outs\" and communicate with Night

Operations ASM and SM regarding follow-up actions

Ensure adherence to work rule policies regarding safety referenced in the Standards of Performance. Holds associates accountable for following all SOPs

SAFETY:

Ensure compliance with all Home Depot policies and procedures

Verify all safety and Hazmat procedures are followed

Make sure all Regulatory Compliance requirements are being followed and resolve issues as needed

Ensure compliance with all security and related policies applicable to closed store environment.

Review any freight stored outside of the building and ensure it is secured and organized

NATURE AND SCOPE

Reports to Store Manager and Night Operations Assistant Manager

Accountable for direct supervision of the work activities of others. This may include direct supervision of a shift or the coordination of multiple work groups.

PHYSICAL JOB REQUIREMENTS:

Bending, stooping, reaching, twisting, lifting, pushing, pulling and moving merchandise and tools

Responding to public address system announcements, including customer services calls, pages, and general information

Moving around the store and be able to communicate with and assist associates & customers

Operating a computer

Identifying and reading reports, tickets and UPC labels

ENVIRONMENTAL JOB REQUIREMENTS

May encounter an uneven walking surface due to temporary cracks in the floor

May have exposure to dust, gas fumes emitted by power equipment, and noise

May be exposed to external weather conditions, drafts and interior temperature changes, and slippery floors

May handle merchandise, supplies, and tools with sharp edges or that contain hazardous materi

Categories

• Engineering
• Manufacturing / Production
• Retail / Wholesale
• Management
• Executive
• Hardware
• Wanted
• Industrial Design

Posted: 2021-11-02 Expires: 2022-06-03

Home Depot, Inc.

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CUSTOMER EXPERIENCE MANAGER - Lewisville, TX #524

Home Depot, Inc.

Lewisville, TX 75067

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