Operations Experience Manager

Job Listing ID:

4489366

Job Title:

Operations Experience Manager Application Deadline:

Open Until Filled

Job Location:

Warrenton

Date Posted:

05/09/2026

Hours Worked Per Week:

Not Provided Shift:

Not Provided Duration of Job:

Either Full or Part Time, more than 6 months You may contact this employer directly. (Obtain the contact information to print or add to your jobs.)

Job Summary:

Position Purpose:

Operations Experience Managers (Ops XM) are members of the store leadership team responsible for executing store standards, including customer service, department readiness, and operational processes. This role leads the Order Fulfillment team in executing best practices for picking, staging, and loading to ensure an excellent interconnected experience. The Ops XM drives operational excellence by physically executing inbound freight processes and auditing receiving procedures to verify SOP adherence. Additionally, they are responsible for implementing Shrink Action Plans within their areas of responsibility. The Ops XM performs Manager on Duty (MOD) functions - including safe opening and closing processes-strictly in accordance with established SOPs, escalating non-standard issues to the Store Manager or ASM. When serving as the MOD, they implement business decisions by partnering with appropriate resources and following SOPs. This position requires strict adherence to all timekeeping and break policies. Ops XMs provide input to store leadership on associate performance, talent planning, and selection. They coach and train associates on company policies, safety procedures, and customer service, while championing a safe working environment by ensuring associates complete training, correcting hazards immediately, and upholding all company safety standards.

Key Responsibilities:

30% - Customer Service / Experience -

Service Leadership:

Champion the GET culture by working alongside the team to model proper techniques and providing real-time coaching on the sales floor.

Fulfillment Operations:

Direct D93 (Receiving) and D94 (Order Fulfillment) workflows to ensure all orders are received, picked, and staged within Service Level Agreements (SLAs).

Quality Assurance:

Proactively prevent customer issues by auditing delivery orders for accuracy and quality standards.

Conflict Resolution:

Promptly resolve customer concerns to ensure satisfaction, while identifying and escalating complex issues to senior leadership when necessary.

Recognition:

Drive morale by identifying and rewarding great service behaviors using Bravos and Homers.

Operational Standards:

Ensure associates understand and execute in-stock maintenance and store appearance guidelines to support sales performance. 30% - People -

Talent Acquisition :

Assist with recruitment and interviews to provide input to the Store Manager/ASM.

Staffing & Attendance:

Monitor department staffing to address immediate coverage gaps and manage attendance variances.

Training & Compliance:

Ensure D93/D94 training (KD) is current and drive engagement via HDPhone learning tools.

Performance Management:

Provide informal and formal performance-based coaching and provide performance observations to store management. Responsible for completing performance management documentation for review by the Assistant Store Manager.

Coaching & Development:

Provide real-time feedback and maintain active Development Blueprints to improve sales, service, and product knowledge.

Operational Execution:

Conduct daily walkthroughs to validate safety, SOP adherence, RTV/ZMA audits, and inbound freight preparation.

Employee Relations:

Champion "Voice of the Associate" initiatives and actively resolve associate concerns consistent with company policy to maintain high engagement levels.

Accountability:

Enforce company policies and hold associates accountable for safety and operational standards. 15% - Safety - Ensure strict adherence to hazmat procedures, SOPs, and Safety Matters guidelines : Immediately intervene to correct unsafe behaviors and recognize associates who demonstrate safe practices. Verify that all relevant safety checklists are completed on time and confirm that corrective actions are implemented. Model safe work practices and complete all assigned safety training. Guide ass...

Job Classification:

General and Operations Managers Access our statewide or regional occupation report for more information about wages, employment outlooks, skills, training programs, related occupations, and more. Compensation

Salary:

Not Provided Job Requirements

Experience Required:

 See Job Summary

Education Required:

None

Minimum Age:

N/A Gender:

N/A