Operations Experience Manager

The user wants me to reformat a job posting into clean, well-structured semantic HTML. I need to follow the rules carefully: 1. Use

for section headings (About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule) 2. Use

• for lists of duties/requirements/benefits, and

  for prose 3. Do NOT repeat the job title as a heading 4. Do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short

  or drop it 5. Preserve ALL substantive information; do NOT invent or summarize away detail 6. Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions 7. Include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text 8. Never create Pay/Schedule/Benefits sections unless the posting actually states them 9. Prefer a few substantive sections over many thin ones 10. Output ONLY the HTML fragment — no /, no markdown code fences Let me analyze the job posting content: - Job ID: Req191576 (should be folded into a short

  or dropped) - Position Purpose: Operations Experience Managers (Ops XM) description - Key Responsibilities broken down by percentages: Customer Service/Experience (30%), People (30%), Safety (15%), Shared Manager on Duty (25%) - Direct Manager/Direct Reports: Reports to Operation Assistant Manager, 4 Direct Reports - Travel Requirements: No travel required - Physical Requirements: described - Working Conditions: described - Minimum Qualifications: listed - Preferred Qualifications: listed - Minimum Education: high school diploma/GED - Preferred Education: No additional education - Minimum Years Of Work Experience: 2+ years - Preferred Years Of Work Experience: No additional years - Minimum Leadership Experience: 1+ year - Preferred Leadership Experience: 1+ year - Certifications: None - Competencies: listed I need to organize this into appropriate sections. The rules suggest headings like: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Looking at the content: - "About the role" could cover the Position Purpose - "Responsibilities" could cover the Key Responsibilities breakdown - "Requirements" could cover Minimum Qualifications, Minimum Education, Minimum Years, Minimum Leadership Experience - "Qualifications" could cover Preferred Qualifications, Preferred Education, Preferred Years, Preferred Leadership Experience - "Skills" could cover Competencies - Physical Requirements and Working Conditions could be separate sections or combined - Travel Requirements could be a small section or folded into Requirements - Direct Reports/Manager could be in About the role or separate The posting doesn't mention Pay, Benefits, or Schedule explicitly (except "flexible schedule, including nights, weekends, and overtime as needed" in Minimum Qualifications). So I should not create Pay/Schedule/Benefits sections. I'll create sections for: 1. About the role (Position Purpose, Direct Reports, Travel) 2. Responsibilities (Key Responsibilities with sub-sections) 3. Requirements (Minimum Qualifications, Education, Experience, Leadership) 4. Qualifications (Preferred Qualifications, Education, Experience, Leadership) 5. Skills (Competencies) 6. Physical Requirements 7. Working Conditions I need to use

  for each section heading. For Responsibilities, I have sub-categories with percentages. I could use

  for sub-sections? The rules only mention

  for section headings. But the example headings include "Responsibilities" as a heading. I think I should use

  for main sections and maybe

  for sub-sections within Responsibilities? The rules don't forbid

  . But they say "use

  for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)". That suggests only those top-level sections get

  . For sub-sections within Responsibilities, I could use

  or just use or list items. Since the responsibilities are broken down by percentage categories, I could make each category a list item with a bold label, or use

  . I'll use

  for clarity, but the rules don't explicitly forbid it. However, the instruction says "use

  for section headings" and doesn't mention other heading levels. To be safe, I'll keep only

  for main sections and use or

  for sub-headings within lists. Better: For Responsibilities, I'll create a

  where each top-level responsibility area is a
  • with a heading and then a nested
    for the bullet points. That preserves structure without extra heading levels. Similarly for Requirements and Qualifications, I'll use lists. Let me draft the HTML. First, a short

    for the Job ID: "Job ID: Req191576" Then sections:

    About the role

    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.

    Reports to: Operation Assistant Manager. Direct reports: 4. Travel required: None.

    Responsibilities

    • Customer Service / Experience (30%)
      • 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.
    • People (30%)
      • 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.
    • Safety (15%)
      • 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 associates on the proper use of Personal Protective Equipment (PPE) and safe lifting techniques.
      • Enforce safe distances around Lift Equipment and ensure associates understand the correct policies.
      • Maintain safe aisles and walking surfaces by keeping them clear of debris.
      • Assist customers shopping in an unsafe manner to prevent injury.
      • Immediately correct unsafe conditions and hazardous situations as they arise.
    • Shared Manager on Duty (25%)
      • Opening & Closing Operations: Perform all Opening/Closing duties, including securing the building and balancing registers, in strict adherence to security SOPs.
      • Team Alignment: Lead store kickoff meetings and walk each department to communicate tasks and ensure total store readiness.
      • Operational Continuity: Conduct hand-off walks with the prior MOD and partner with the Store Manager/ASMs to validate daily priorities.
      • Execution & Compliance: Verify timely completion of store checklists and equipment safety inspections, ensuring immediate corrective actions are implemented.
      • Merchandising Strategy: Review upcoming events and ads to determine required actions and partner with supervisors to ensure execution.

    Requirements

    • Must be 18 years of age or older.
    • Must be legally permitted to work in the United States.
    • Ability to work a flexible schedule, including nights, weekends, and overtime as needed.
    • 1 year of relevant work experience, including management of people and retail operations.
    • Minimum education: High school diploma and/or GED.
    • Minimum years of work experience: 2+ years of previous related work experience.
    • Minimum leadership experience: 1+ year of previous leadership experience.
    • Certifications: None required.

    Qualifications

    • At least 1 year prior merchandising and/or operational experience.
    • At least 1 year leadership experience, preferably big box retail.
    • Knowledge of the home improvement industry.
    • Preferred education: No additional education required.
    • Preferred years of work experience: No additional years required.
    • Preferred leadership experience: 1+ year of previous leadership experience.

    Skills