Customer Experience Manager

About the role

The Customer Experience Manager (CXM) is a key member of the store leadership team, responsible for driving exceptional customer service and ensuring store readiness across all departments. This role combines coaching, performance management, and operational oversight to create a seamless shopping experience.

Key responsibilities

• Drive customer service excellence by coaching and training associates on best practices.
• Assign, manage, and direct associate work to achieve service targets.
• Resolve customer escalations both in‑store and through Customer Care.
• Monitor checkout flow and implement actions to maintain fast, friendly service.
• Provide on‑the‑spot direction, coaching, and performance feedback.
• Conduct formal performance conversations and apply discipline when needed.
• Recognize associates who embody Home Depot’s core values and develop high‑potential talent.
• Lead store kickoff meetings, walk departments for readiness, and communicate priorities.
• Oversee opening, closing, and day‑to‑day store operations, ensuring all checklists are completed.
• Verify equipment functionality and coordinate with district or assistant managers on upcoming events and promotions.

Required profile

• Strong leadership and decision‑making abilities, especially when acting as the sole manager on duty.
• Excellent communication and coaching skills to develop associate performance.
• Ability to handle high‑volume periods and maintain service quality under pressure.
• Commitment to safety policies and operational standards.
• Collaborative mindset to work with store managers and district leadership.

Required skills