Pro Experience Manager

Job description

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

Position Purpose

Pro Experience Managers (Pro XM) are members of the store leadership team responsible for overseeing the execution of store standards, including customer service, department readiness, and operational processes. Working alongside the in-store Pro team, this role executes strategies to increase sales, loyalty, and Pro Xtra signups while ensuring a speedy, accurate customer experience. The Pro XM drives efficient Pro customer flow, enforces Pro standards, and ensures deliveries are on-time and complete.

The Pro XM executes safe opening and closing processes and performs Manager on Duty (MOD) responsibilities strictly in accordance with established SOPs, escalating non-standard issues to the Store Manager or ASM. They coach and train associates on company policies, safety procedures, and customer service. When serving as the MOD, they implement business decisions by partnering with appropriate resources and following SOPs.

They also collaborate with Store Leaders, Outside Sales, and Specialty Managers to provide input on Pro strategies. This position requires strict adherence to all timekeeping and break policies. The Pro XM upholds all company policies and champions a safe working environment by correcting hazards, ensuring associates complete safety training, and working safely to protect themselves, co-workers, and customers.

Key Responsibilities

30% - Customer Service / Experience

Service Leadership

• Service Leadership: Champion the GET culture by working alongside the team to model service standards and provide real-time coaching on customer interactions.

Pro Experience

Actively manage the Pro area to minimize wait times, ensuring carts, signage, and equipment are always available for Pro customers.

Inventory Execution

Walk the Top 10 Pro Classes daily to ensure on-shelf availability and job-lot quantities, partnering with ASMs to address gaps.

Order Quality

Validate all Will Calls & Deliveries at the start of every shift to ensure accuracy, quality, and on-time completion.

Resolution

Promptly resolve customer concerns to ensure satisfaction, escalating complex issues to senior leadership when necessary.

Recognition

Drive morale by identifying and rewarding great service behaviors using Bravos and Homers. 30% - People

Talent Acquisition

• Assist with recruitment and interviews to provide input to the Store Manager/ASM.

Training Compliance

Ensure Pro Team Knowledge Depot (KD) training is current and drive engagement with 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.

Employee Relations

Champion "Voice of the Associate" initiatives and actively resolve associate concerns consistent with company policy to maintain high engagement levels.

Staffing & Coverage

Monitor Pro Department staffing to address immediate coverage and and manage attendance variances.

Accountability

Enforce THD policies and hold associates accountable for operational standards and behavioral expectations 15% -Safety

• 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. 25%- Shared Manager on Duty

Opening & Closing Operations

• Perform all Opening/Closing duties, including securing the building, 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.

Direct Manager/Direct Reports

This Position typically

• Reports to Specialty ASM or Pro ASM This position has 4 Direct
• Reports Travel Requirements: No travel required Physical Requirements: Requires intermittent periods during which continuous physical exertion is required, such as walking, standing, stooping, climbing, lifting material or equipment, some of which may be heavy or awkward.

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 Minimum Qualifications:

• 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.

Preferred 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.

Minimum Education

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

Preferred Education

No additional education Minimum Years of Work Experience: 2 + years of previous related work experience Preferred Years of Work Experience: No additional years of experience Minimum Leadership Experience: 1+ year of previous leadership Experience Preferred Leadership Experience: 1+ year of previous leadership Experience Certifications: None Competencies: Decision Quality Self-Development Situational Adaptability Customer Focus Manages Conflict Develops Talent Manages Conflict For California, Colorado, Connecticut, Rhode Island, Nevada, New York City, Ithaca (NY), Westchester County (NY), and Washington residents: The pay range for this position is between $48,500.00 - $60,000.00