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Customer Service Operations Leader

3 months ago

Saskatoon, Saskatchewan, Canada Home Depot Full time

Customer Experience Manager
The Customer Experience Manager (CXM) plays a pivotal role within the leadership and management team of the store, ensuring the implementation of store standards throughout all departments, focusing on customer service, operational readiness, and process efficiency. The CXM is responsible for overseeing all activities that guarantee a secure opening and closing of the store. This role involves coaching team members, managing customer service escalations, and fulfilling Manager on Duty (MOD) responsibilities. The CXM will effectively communicate priorities and ensure that daily tasks are accomplished, maintaining smooth store operations. In instances where the CXM is the sole manager present, they will be expected to make informed business and associate decisions in collaboration with the necessary resources while adhering to standard operating procedures (SOPs). Additionally, the CXM will provide valuable feedback to the Store Manager and Assistant Store Managers regarding associate performance during ongoing performance management and talent planning discussions. Although the CXM does not have direct reports, they will actively participate in the selection and hiring processes as required.
Key Responsibilities:

  1. Service Excellence:
    Enhance customer service and associate engagement; mentor associates on effective customer service practices to ensure the team delivers exceptional service.
    Address customer escalations within the store and coordinate with Customer Care as needed.
    Prepare Department Supervisors and Associates for peak business periods.
    Monitor customer flow at checkouts and take necessary actions to guarantee prompt and friendly service, implementing corrective measures when required.
  2. Team Development:
    Provide immediate coaching based on observations and behaviors. Collaborate with Assistant Store Managers on formal performance discussions and disciplinary actions. Acknowledge associates who exemplify expected behaviors.
    Utilize recognition tools to celebrate associates who demonstrate valuable behaviors and productivity.
    Offer insights to Assistant Store Managers regarding associate performance and engage in talent planning for all hourly staff.
    Assist Store Manager and Assistant Store Managers with the hiring process for associates.
    Manage missed punches, schedule changes, and call-outs, ensuring effective communication with Assistant Store Managers and Store Manager regarding follow-up actions.
    Enforce adherence to safety work rule policies as outlined in the Standards of Performance, holding associates accountable for compliance with all SOPs.
  3. Manager on Duty Responsibilities:
    Lead the store kickoff meeting and conduct walkthroughs of each department to confirm store readiness. Relay messages, priorities, and tasks to all associates.
    Execute Opening, Closing, and MOD tasks along with other store-wide responsibilities.
    Validate daily priorities with Assistant Store Managers and Store Managers.
    Ensure associates complete all store checklists within the designated timeframes. Provide feedback to associates and verify that issues are addressed and preventative measures are implemented.
    Guarantee that associates adhere to all safety and Hazmat protocols and Safety Matters guidelines at all times.
    Confirm that all equipment and machinery are functioning correctly.
    Review current and upcoming promotions and events to determine necessary actions; collaborate with the appropriate Department Supervisor or Assistant Store Manager as needed.
Minimum Qualifications:
Must be at least 18 years of age.
Must possess legal authorization to work in Canada.
Ability to work a flexible schedule.
3 years of relevant work experience.
Preferred Qualifications:
Experience in whole store management.
Experience in big box retail.
Experience in the home improvement sector.

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