Customer Experience Manager

4 weeks ago

Bellevue, United States Home Depot Full time

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 be expected to 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 will 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 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. 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 proper customer service techniques and ensure team is providing the highest level of customer service. Lead GET culture and set the example, observe customer interactions, recognize wins and coach on ways to improve. Ensure Customer concerns are solved effectively and take necessary actions to resolve situations promptly. Ensure all associates understand the impact of excellent customer service, in-stock, and store appearance. Recognize great customer service behaviors. Provide feedback on service standards. Monitor customer flow through checkouts and take action to ensure customers are receiving fast.
* 25% - People - Provide in the moment coaching based on observations and behavior. Partners with ASMs regarding formal performance conversations and discipline. Recognizes associates for demonstrating expectations. Use recognition tools (BRAVO / Homer) to highlight associates demonstrating values-based behaviors and productivity. Walk Top/Bottom Sales and Shrink classes in the store with associates, reviewing safety, on-shelf availability, and Store Appearance Standards. Review productivity tasks across store tasking platforms and conduct quality walks of recently completed tasks. Walk off-shelf merchandising locations; ensure areas are set according to MAP or regional direction. Ensure associates have completed training requirements of position. Give input to ASMs on associate performance and participate in talent planning for all hourly associates. Assist SM and ASMs with associate interview and hiring process. Approve and address missed punches, variances, schedule changes, receive "call outs," and communicate with ASMs and SM regarding follow-up actions. Communicate and ensure associates adhere to store standards. Adhere to all Company policies and procedures and holds associates accountable for the same.
* 25% - Safety - Ensure associates follow all safety and hazmat procedures and Safety Matters guidelines at all times. Complete specified safety training courses applicable to role and follow all prevention policies and procedures. Use Proper PPE (Personal Protective Equipment) and guide associates on proper use. Utilize proper lifting techniques and educate store associates on these practices. Obey the required safe distances around Lift Equipment and guide other associates on the correct policies. Adhere to work rules identified in Standard Operating Procedures and inform store associates on these rules. Immediately correct unsafe conditions and offer assistance to customers who are shopping in an unsafe manner; ensure that aisles and flooring surfaces are safe. Ensure associates complete all store checklist in accordance with timing expectations. Provide input to associates, verify issue correction, and preventative action in put in place. Recognize store associates for safe behavior.
* 25% - Shared Manager On Duty - Lead store kickoff meeting and walk each department to ensure store readiness. Communicate messages, priorities and tasks to all associates. Perform Opening, Closing and MOD tasking as well as other whole store focus responsibilities. Conduct hand-off walk with the prior MOD before their shift ends; identify areas for focus or follow-up. Validate daily store priorities with ASMs and SMs. Ensure associates complete all store checklists in accordance with timing expectations. Provide input to associates, verify issue correction, and preventative action is put in place. Make sure all equipment and machines are functioning properly. Review current and upcoming events and ads to determine if any action is required; partner with appropriate DS or ASM as required.



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 or regularly requires lifting/handling/carrying material or equipment of 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.



Preferred Qualifications:

* None



Minimum Education:

* The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred Education:

* None



Minimum Years of Work Experience:

* 1



Preferred Years of Work Experience:

* None

Minimum Leadership Experience:

* None



Preferred Leadership Experience:

* None

Certifications:

* None

Competencies:

* Action Oriented
* Directs Work
* Builds Effective Teams
* Drives Engagement

  • Customer Experience Manager

    5 days ago

    Bellevue, Washington, United States Rite Aid Full time

    About UsRite Aid is a leading retail pharmacy chain committed to enhancing the health and wellness of our community.Salary RangeThis role offers an estimated starting salary of $16.28 - $17.75 per hour, considering factors like experience and location.Key ResponsibilitiesAs a Lead Service Associate, you will oversee daily store operations, guide Store...

  • Sr. Customer Experience Manager

    3 weeks ago

    Bellevue, United States Disability Solutions Full time

    At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and...

  • Assistant Manager: Customer Experience

    6 months ago

    Bellevue, United States World Market Full time

    What You’ll Do In partnership with the Store Manager, model and lead a customer-first selling culture through effective routines, visual brand standards, and engagement behaviors. Assess and analyze business trends utilizing all available reporting to problem-solve business opportunities and take appropriate action. Consistently exemplify, maintain,...

  • Customer Experience Champion

    4 days ago

    Bellevue, Washington, United States Chiro 1st of Washington Full time

    Job OverviewWe are seeking a highly motivated and customer-focused Chiropractic Assistant to join our team at Chiro 1st of Washington. As a key member of our front-office staff, you will be responsible for delivering exceptional patient experiences and playing a critical role in the success of our practice.Key ResponsibilitiesThe ideal candidate will have...

  • Customer Experience Manager

    4 days ago

    Bellevue, United States Disability Solutions Full time

    At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and...

  • Customer Experience Ambassador

    4 days ago

    Bellevue, Washington, United States Planet Fitness Inc. Full time

    Job Summary">The Customer Experience Ambassador will be responsible for delivering exceptional service to Planet Fitness members, prospective members and guests. This role is critical in creating a positive member experience and ensuring that every interaction with our club exceeds expectations.">Key Responsibilities:">">Greet members, prospective members...

  • Customer Experience Ambassador

    5 days ago

    Bellevue, Washington, United States Capital One Careers Full time

    Company OverviewAt Capital One, we're committed to helping our customers achieve their financial goals. As a Café Ambassador, you'll play a key role in introducing customers to our best-in-class services and creating memorable experiences.SalaryThe estimated salary for this position is $55,016 per year, based on the location in Washington.Job DescriptionAs...

  • Retail Customer Experience Coordinator

    3 months ago

    Bellevue, United States TJX Companies, Inc. Full time

    Style is never in short supply at our more than 1,000 TJ Maxx stores. They all have different products, but the same commitment to the thrill of the find. From designers straight off the runway to statement jewelry, we offer exciting surprises that make the everyday a little more fun. Same with working here. Our environment is ever-changing, yet always...

  • Customer Experience Representative

    5 days ago

    Bellevue, Washington, United States Comcast Full time

    Company OverviewAt Comcast, we strive to be the best in media and technology. Our commitment to innovation has led us to become a Fortune 50 leader. We aim to create cutting-edge products and services that meet the needs of our customers.We believe in teamwork and encourage collaboration among our employees. If you share our passion for delivering...

  • Insights Analyst

    4 days ago

    Bellevue, Washington, United States Regie Full time

    Role OverviewAs a Customer Insights Analyst at Regie.ai, you will be responsible for analyzing and understanding customer interactions with our platform and the performance of our AI agents. Your role will bridge data and strategy, ensuring that Regie.ai meets current customer needs and anticipates future demands.Key Responsibilities:Analyze large datasets...

  • Ambassador of Excellent Customer Experience

    4 days ago

    Bellevue, Washington, United States Capital One Careers Full time

    About UsWe are a forward-thinking organization dedicated to delivering exceptional services and experiences to our customers.SalaryThe estimated annual salary for this position is between $45,000 to $55,000, depending on location and experience.Job DescriptionWe are seeking an outgoing and self-driven individual to join our team as a Café Ambassador. As a...

  • Customer Experience Development Professional

    1 week ago

    Bellevue, Washington, United States T4 Enterprises LLC Full time

    Scooter's Coffee is committed to delivering exceptional customer experiences, and we are seeking a talented professional to join our team as a Customer Experience Development Professional.About UsEstablished in 1998, Scooter's Coffee has become one of the premier specialty coffee companies in the industry. Our focus on sustainability, quality, and...

  • Software Developer, Customer Experience Specialist

    6 days ago

    Bellevue, Washington, United States Amazon Full time

    Customer Experience Transformation with AmazonWe are seeking a skilled Software Developer to join our team and contribute to the development of services that enable customers to track and control their deliveries on Amazon retail sites. As a key member of our team, you will design and develop software solutions to collaborate with Amazon's numerous backend...

  • Seasonal Retail Sales Associate

    1 month ago

    Bellevue, Washington, United States Vuori, Inc. Full time

    Unlock a rewarding career at Vuori, Inc., where you'll forge lasting connections with customers and communicate the brand's values through exceptional product knowledge. As a Seasonal Retail Sales Associate, you'll be the face of our company, ensuring an unforgettable customer experience.Key ResponsibilitiesForge lasting relationships with customers,...

  • Customer Experience Champion

    5 days ago

    Bellevue, WA, United States Capital One Careers Full time

    Company OverviewBecoming a part of the Capital One community means being at the heart of something truly special. As a Customer Experience Champion, you'll have the opportunity to make a meaningful impact in the lives of our customers and help drive our mission forward.SalaryThe minimum annual salary for this role is $60,000, with maximum annual salaries...

  • Customer Service Representative

    6 days ago

    Bellevue, Washington, United States Kizuki Ramen Full time

    We are seeking a skilled Customer Service Representative to join our team at Kizuki Ramen as a Server. As a Server, you will play a pivotal role in creating memorable dining experiences for our guests.Key Responsibilities:Respond to guest inquiries and requests in a timely fashion.Maintain a positive and calm demeanor.Follow operational policies and...

  • Bakery Team Lead

    5 days ago

    Bellevue, Washington, United States Town & Country Markets Full time

    About UsTown & Country Markets is a family-owned company that builds authentic relationships through heartfelt service and selling high-quality products. We value diversity, sustainability, and community involvement.Job SummaryWe are seeking an experienced Bakery Team Lead to provide exceptional customer service, manage staff, and maintain a clean and safe...

  • Customer Insights Manager

    2 weeks ago

    Bellevue, United States Regie.ai Full time

    About Regie.aiAt regie.ai, we leverage AI to create cutting-edge solutions that enhance customer experiences. Our mission is to transform how businesses connect with their customers by delivering insights that drive strategic decisions.Role Overview As a Customer Insights Analyst, you will support the Customer Success and Product teams by analyzing and...

  • Principal UX Designer, Amazon Delivery Customer Experiences

    1 day ago

    Bellevue, United States Amazon.com Inc Full time

    Job Title: Principal UX Designer Are you interested in helping Amazon elevate the expectations of convenience and confidence when it comes to delivery, returns, and re-commerce in shopping? Amazon Delivery’s Customer Experiences team (ADX CX) is seeking our next Principal UX Designer to join us in shaping products and services that will enable millions of...

  • Sr. Product Manager, Contextual Experiences

    2 weeks ago

    Bellevue, United States Disability Solutions Full time

    At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and...