Overview and Position Purpose

At The Home Depot, we believe that exceptional customer experiences are designed—not accidental. As Senior Manager of Customer Experience, you will lead and align cross-functional projects that bring strategic value of end-to-end experience design and deliver initiatives that are scalable and deeply relevant for our customers. This role is central to evolving our CX approach from simply removing friction to intentionally designing experiences that delight—whether through incremental improvements in routing or bold, above-and-beyond moments that surprise and inspire.

Key Responsibilities
· Support strategic roadmap execution for customer experience innovation, ensuring alignment with enterprise goals and the evolving needs of DIY and Pro customers.
· Translate strategy into execution by guiding initiatives from ideation through pilot, testing, and scaling-ensuring speed to value and continuous iteration based on customer feedback and performance metrics.

Required Skills & Competencies
5–8 years in customer experience, product operations, or service design.

Strong program management and execution skills.

Experience working cross-functionally and driving alignment across teams.

Ability to synthesize customer insights into actionable improvements.

Familiarity with CX measurement tools and feedback loops.

Detail-oriented with a systems mindset and a bias for action.

Direct Manager/Direct Reports:

Typically reports to Director of Customer ExperienceDirect and indirect reports typically include 3 professionals and 1 support associate.Typically negotiates in a competitive or adversarial environment.Typically faces complex issues that differ from those typically faced within the industry or profession.Typically considers new courses of action within broad policies and medium-term goals when solving problems.Typically determines what should be done in a functional area or business unit within the broad policies and principles or very general goals.

Travel Requirements:

Typically requires overnight travel less than 10% of the time.

Physical Requirements:

Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

Usually in a comfortable environment but with regular exposure to factors causing moderate physical discomfort from such things as dust, fumes or odors.Under regular pressure to meet deadlines, quotas and/or must frequently deal with difficult issues related to people or situations.

Minimum Qualifications:

Must be eighteen years of age or older.Must be legally permitted to work in the United States.

Preferred Qualifications:

A master's degree is preferred.Eight plus years of experience is preferred.

Minimum Education:

The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Preferred Education:

No additional education

Minimum Years of Work Experience:

6

Preferred Years of Work Experience:

No additional years of experience

Minimum Leadership Experience:

None

Preferred Leadership Experience:

None

Certifications:

None

Competencies:

Supervisory SkillsAbility to communicate with Executive groupStrong Basic Math and Logic SkillsComputer Literate/Comfortable with Database StructureConflict ResolutionBasic understanding of retail environment