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Hourly Manager

FLSA Status: Non-Exempt

Position Summary

The Hourly Manager is a key role responsible for delivering high-quality customer service through strong people leadership, ensuring associates are supported, trained, and empowered to serve customers effectively. This position will run approximately 90% of the store’s operating shifts and plays a key role in the day-to-day execution of store operations.

In addition to managing daily shifts, the Hourly Manager oversees two or more departments within the store (such as Paint, Lawn & Garden, Electrical, Plumbing, Tools, and others). This role is responsible for maintaining organized, well-stocked departments, ensuring merchandising standards and inventory levels are met, and coaching and developing associates. As a subject matter expert, the Hourly Manager leads by example in execution, service standards, and accountability while adhering to the Helpful Hardware Company Core Competencies.

Key Responsibilities

Department Operations

• Oversee daily operations of assigned department(s), ensuring shelves are stocked, pricing is accurate, and promotional signage is current.

• Ensure planogram integrity and seasonal resets are executed on schedule.

• Monitor inventory levels and work with Store Manager to place orders or manage overstocks.

• Identify and report low-stock or out-of-stock conditions proactively.

Manager on Duty (MOD) Responsibilities

• Serve as Manager on Duty (MOD) for assigned shifts, taking full accountability for store operations, associate performance, and the customer experience during that shift.

• Conduct a shift readiness walk at the start of each shift to assess floor conditions, staffing coverage, and department readiness against established What Great Looks Like standards.

• Lead and facilitate the Shift Huddle, communicating priorities, sales goals, assignments, and any relevant store updates to the team before the shift begins.

• Ensure Aces in Their Places — confirm the right associates are assigned to the right roles and departments each shift based on traffic, skill, and operational needs.

• Execute the MOD travel path (360-degree store walk) throughout the shift to monitor service levels, department conditions, safety, and associate engagement.

• Hold associates accountable in real time through on-the-spot coaching, feedback, and follow-up during the shift.

• Own the customer experience during the shift — model and reinforce the WOW customer service program, resolve escalated customer concerns, and ensure Moments of Truth are handled with urgency and professionalism.

• Complete opening and closing checklist accountabilities as assigned, ensuring all procedures are followed and documented.

• Communicate shift outcomes, issues, and follow-up items to the Store Manager or incoming MOD at shift transition.

Customer Service

• Deliver and model outstanding service by ensuring customers are greeted, identifying needs, and providing product knowledge and solutions.

• Resolve customer concerns or escalate appropriately to the Store Manager.

• Train associates on department-specific products, features, and customer interaction.

Team Leadership & Training

• Provide guidance and daily directions to associates within the department.

• Assist with onboarding and on-the-job training of new team members.

• Lead by example in maintaining store standards, service etiquette, and teamwork.

• Support store leadership in reinforcing performance expectations and accountability.

Merchandising

• Execute visual merchandising and promotional strategies within the department to support store initiatives.

• Maintain clean, organized, and attractive displays that comply with company guidelines.

• Recommend add-on items or related products to customers to improve their shopping experience.

Qualifications

Required

• 1+ year of retail experience, preferably in a hardware or home improvement environment or similar managerial experience accepted.

• Strong communication and customer service skills.

• Ability to lift 50 lbs. and work on foot extended periods.

• Basic knowledge of department-specific products or willingness to learn.

• Ability to obtain Forklift Certification

• Ability to obtain Propane Certification

Preferred

• Previous team-lead or supervisory experience.

• POS system proficiency (e.g., Epicor).

• Forklift or equipment certification (where applicable).

Work Environment & Schedule

Retail store environment with exposure to outdoor conditions in garden centers or receiving areas. Must be available to work flexible hours, including evenings, weekends, and holidays as needed.

Equal Opportunity Statement

Helpful Hardware Company is an Equal Opportunity Employer. We are committed to building a diverse team and encourage applications from all backgrounds. Our mission is to make our communities better through helpful service and trusted expertise.

We are your local hardware store and we are a part of your community. Ace Hardware has over 5,000 stores around the world with the majority of those stores independently owned and operated by local entrepreneurs. These hard working men and women are part of the fabric of your community. They are small business owners who are local and loyal...just like it ought to be. While others have become large and impersonal, at Ace, we've remained small and very personal. That's why we say a visit to Ace, is like a visit to your neighbor.