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

At The Home Depot Canada, we are actively committed to providing a best-in-class customer experience both in-store and online; and are constantly on the lookout for top-tier talent that will help us achieve our goals. As a leader in the home improvement industry, we understand that Digital is crucial to the overall customer journey, so over the past few years, our e-commerce team has grown rapidly to build and maintain a world-class user experience.

Here’s where you come in! We are seeking a Manager, UX (Online Customer Experience) who will optimize the customer shopping experience for assigned portfolio of categories & for a divisional business line (PRO, Category Search, Events, Homepage etc.). Reporting to the Senior Manager of the Online Customer Experience (OCX), you will lead a team of analysts & leads in conducting research, competitive analysis, A/B and user tests, analyzing/interpreting data to make recommendations, to ultimately build online (category or divisional) shopping strategies and implement them from beginning-to-end. You will work with Marketing Managers, Merchants and cross-functional partners to understand business objectives and customer needs, then help prioritize the projects, work with your team to deliver strategies based on their recommendations & conduct / share post-mortems.

You will work closely across senior stakeholders (Directors, OM, SDOMs etc.) & cross functional teams to successfully drive new cross-functional experiences by evolving current & establishing new processes.   You will also be responsible for being a key partner for your stakeholders on best practices & online metrics so that projects can be prioritized accordingly. You will represent the online channel for your portfolio at senior management meetings and divisional projects.

For this role, the successful candidate must always have the customer in mind and enjoy a fast-paced environment that requires them to juggle competing demands daily.

If you enjoy a fun, exciting environment, meeting new people and working with multiple teams on a variety of projects, then we’d love to hear from you!

Key Responsibilities:

 Business & Project Management

• Lead day-to-day operations for assigned portfolios and cross-functional divisional projects.
• Develop and execute strategic plans for divisional initiatives (e.g., Homepage, Events, PRO).
• Act as the subject matter expert and primary contact for online channel optimization.

 Cross-Functional Collaboration

• Partner with ecommerce teams (Product, UXR, SEO, UXS, Analytics) to enhance the customer journey.
• Establish and refine processes to support seamless implementation of new features.
• Collaborate with analytics leads to define benchmarks and measure ROI of optimization efforts.

Team Leadership & Development

• Guide team members through onboarding, training, and career development.
• Set up processes and best practices to ensure successful project execution.

Customer-Centric Strategy

• Use research insights to identify and act on opportunities that improve the shopping experience.
• Align with stakeholders to define category priorities and support end-to-end customer journeys.

Performance Monitoring & Communication

• Track business performance and identify areas for improvement.
• Communicate clear timelines and report on the impact of changes to category experiences.

Category Strategy & Execution

• Lead discussions with merchants to align business goals with online strategies.
• Monitor category health, analyze trends, and optimize product discoverability.

Competencies:

• Project Planning & Management
• Research & Web Analytics (Adobe Analytics)
• Problem Solving Ability
• Business Acumen
• Cross-Functional Team Collaboration
• Stakeholder Management
• Back-end data management

Direct Manager/Direct Reports:                                                                                                                                                     

• Reports to: Snr. Manager Online Category Experience
• Direct Reports: Yes

Travel Requirements:                                                                                                                                            

• Limited
• Currently 4 days a week (Mon-Thursday) – At location (per organization policy)
• Travel to Toronto Store Support Centre (SSC), stores, and Innovation Centre (IC) on weekly basis as required based on organization policy

Physical Requirements:                                                                                                                                        

• Extended sitting
• Repetitive tasks
• Quarterly store experience day requiring standing for extended periods and performing any tasks required at the store level

Hybrid Work:                                                                                                                                           

• Hybrid
• Currently 4 days a week (Mon-Thursday) – At location (per organization policy)
• Travel to Toronto Store Support Centre (SSC), stores, and Innovation Centre (IC) on weekly basis as required based on organization policy

Working Conditions:                                                                                                                                            

• Working in an office setting – computer work, camera-on virtual meetings, in-person at SSC/IC/Stores                                                                                                                                                     

Minimum Education:                                                                                                                                           

• University/College degree in a related area of study, or equivalent experience.                                   

Minimum Years of Work Experience:                                                                                                              

• 2+ years in a relevant field                                                                                                                    

Minimum Leadership Experience:

• N/A

Certifications:                                                                                                                                          

• None required                                                                                                                           

Other Requirements/Assets:                                                                                                                                             

• Internal candidates: Must fulfill minimum time-in-position (1 year) and performance management code requirements (M+, Meets Expectations and Consistently Demonstrates)
• Proven experience in effectively leading a team of individual contributors and managing complex projects & cross functional stakeholders
• Proven experience in managing UX projects.
• Excellent communication and interpersonal skills.
• Previous experience in eCommerce is a required
• An aptitude for analytics; ability to derive insights, take action, and a bias for action
• Strong problem-solving skills
• Strong organizational skills with the ability to manage multiple projects
• Strong attention to detail
• Self-starter with the ability to work independently with only general guidance
• Must be comfortable with Ambiguity
• Experience with Adobe Analytics, Looker, Tableau & P360 an asset