Senior Manager, Customer Experience

With a career at The Home Depot, you can be yourself and also be part of something bigger.

Position Purpose:

As the Senior Manager of Customer Experience, you will orchestrate end-to-end customer journeys critical to your assigned business objectives. Your mission is to champion a culture of intentional design, leading initiatives that respond to the needs and motivations of our customers. Your key deliverables include solution recommendations based on empirical evidence.

We define the word ‘customer’ as any user in our ecosystem, from a consumer or pro to a frontline associate or even a last mile delivery driver. Because we look at customer journeys end-to-end, this role requires a holistic, systems-thinking approach, recognizing that every experience is part of a deeply interconnected web of enterprise experiences.

We believe world-class CX leaders are forged in the field, so whether your background is in Product Management, User Experience, Data Science, Engineering, Operations, or similar, we value the unique lens you bring to the table. We value problem-solvers who can apply their specialized expertise to the broader canvas of the customer and associate journey.

You will be a primary partner to stakeholders from across the enterprise, using your storytelling ability to translate ambiguous problems and complex data into clear, compelling CX strategies. Success in this role depends on your ability to build consensus, influence roadmaps, and foster collaboration in a highly matrixed "village" environment.

Critically, you are an action-oriented leader. As part of a multi-disciplinary CX team, you will leverage your deep expertise in your field to navigate our enterprise planning and prioritization processes to guide initiatives from concept to adoption into the enterprise roadmap. Your analytical strength will be the foundation for your strategies, ensuring we are not only solving the right problems, but solving them in a way that drives measurable customer and business value.

Key Responsibilities:

• 40% - Champion CX Strategy, Align & Influence Stakeholders, and Communicate Progress -Act as the primary CX champion for your initiatives. Use compelling storytelling and analytical strength to translate the enterprise vision into actionable plans for your balanced teams. In this capacity, you will be responsible for influencing and engaging executive decision-makers in challenging and fast-moving environments, building consensus, managing partner expectations, and leading up to ensure continuous alignment and buy-in.
• 20% - Lead a High-Performing Team -Build, mentor, and inspire a team of CX professionals. Foster a relentlessly customer-focused culture that prioritizes continuous learning, experimentation, and an agile mindset to solve problems at an enterprise scale.
• 40% - Lead End-to-End Initiative Delivery - Act as the Customer Experience orchestrator and hands-on leader for 1 or more high-priority CX initiatives. You will own the full lifecycle: from intentional design and requirements gathering, through development and deployment in our Enterprise annual and quarterly planning frameworks, to post-launch measurement. Your primary goal is to drive cross-functional execution across the "village," managing interdependencies, removing roadblocks, and delivering the right scalable solutions on time

Direct Manager/Direct Reports:

• This Position typically Reports to CX Director
• This position has 3 Direct Reports

Travel Requirements:

• Typically requires overnight travel 5% to 20% of the time.
   

Physical Requirements:

• Most of the time is spent sitting in the same position or standing/walking or there is some requirement to lift or handle materials 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 18 years of age or older
• Must be legally permitted to work in the United States

Preferred Qualifications:

• Working knowledge of Microsoft Office Suite
• Working knowledge of Tableau
• Working knowledge of presentation software (e.g., Microsoft PowerPoint)
• Demonstrated ability to collaborate and work effectively with cross-functional teams
• Ability to draw accurate conclusions from financial documentation
• Demonstrated project management skills
• Ability to convey complex or technical ideas and processes in easy-to-understand terms to diverse audiences
• Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers
• Excellent written and verbal communication skills
• Agile/Product: Certified Scrum Product Owner (CSPO), Advanced Certified Scrum Product Owner (A-CSPO), or SAFe Product Owner/Product Manager (POPM)
• Program Management: Project Management Professional (PMP)
• Customer Experience: Certified Customer Experience Professional (CCXP)

Minimum Education:

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

Preferred Education:

• The knowledge, skills and abilities typically acquired through the completion of a bachelor’s degree.

Minimum Years of Work Experience:

• 6+ years of previous related work experience

Preferred Years of Work Experience:

• 8+ years of previous related work experience

Minimum Leadership Experience:

• 3+ years of previous related work experience        

Preferred Leadership Experience:

• 5+ years of previous related work experience        

Certifications:

• None

Competencies:

• Courage
• Decision Quality
• Manages Ambiguity
• Builds Effective Teams
• Ensures Accountability
• Balances Stakeholders