Pro Experience Manager

The Home Depot•Mansfield, MA

12d•$50,000 - $60,000•Onsite

About The Position

Pro Experience Managers are members of the store leadership team responsible for overseeing store standards, customer service, department readiness, and operational processes. Working with the in-store Pro team, they execute strategies to increase sales, loyalty, and Pro Xtra signups while providing fast and accurate customer service. They manage Pro customer flow, enforce Pro standards, and ensure deliveries are on time and complete. They perform safe opening and closing processes and Manager on Duty responsibilities in accordance with established SOPs, escalating non-standard issues to the Store Manager or ASM. They coach associates on company policies, safety procedures, and customer service, and collaborate with Store Leaders, Outside Sales, and Specialty Managers on Pro strategies. The role requires strict adherence to timekeeping and break policies and a commitment to enforcing company policies and maintaining a safe work environment. The position typically reports to a Specialty ASM or Pro ASM and has four direct reports. No travel is required. Work is usually in a comfortable environment, with regular exposure to factors that may cause moderate physical discomfort, such as dust, fumes, or odors. The job involves intermittent periods of continuous physical exertion, including walking, standing, stooping, climbing, and lifting materials or equipment, some of which may be heavy or awkward.

Requirements

Must be at least 18 years old.
Must be legally permitted to work in the United States.
Ability to work a flexible schedule, including nights, weekends, and overtime as needed.
At least 1 year of relevant work experience, including management of people and retail operations.
Minimum education: knowledge, skills, and abilities typically acquired through completion of a high school diploma and/or GED.
Minimum years of work experience listed as 2+ years of previous related work experience.
Minimum leadership experience listed as 1+ year of previous leadership experience.
Ability to perform intermittent continuous physical exertion, including walking, standing, stooping, climbing, and lifting materials or equipment, some of which may be heavy or awkward.
Competencies: Decision Quality, Self-Development, Situational Adaptability, Customer Focus, Manages Conflict, and Develops Talent.

Nice To Haves

At least 1 year of prior merchandising and/or operational experience.
At least 1 year of leadership experience, preferably in big-box retail.
Knowledge of the home improvement industry.

Responsibilities

Champion the GET culture by modeling service standards and coaching associates on customer interactions.
Manage the Pro area to minimize wait times and ensure carts, signage, and equipment are available.
Walk the Top 10 Pro Classes daily to check on-shelf availability and job-lot quantities, partnering with ASMs to address gaps.
Validate Will Calls and Deliveries at the start of every shift for accuracy, quality, and on-time completion.
Resolve customer concerns promptly and escalate complex issues to senior leadership when necessary.
Recognize strong service behaviors using Bravos and Homers.
Assist with recruitment and interviews and provide input to the Store Manager or ASM.
Ensure Pro Team Knowledge Depot training is current and encourage engagement with hdPhone learning tools.
Provide performance-based coaching and observations, and complete performance management documentation for review by the Assistant Store Manager.
Give associates real-time feedback and maintain Development Blueprints to improve sales, service, and product knowledge.
Support Voice of the Associate initiatives and resolve associate concerns consistent with company policy.
Monitor Pro Department staffing, address immediate coverage needs, and manage attendance variances.
Enforce company policies and hold associates accountable for operational standards and behavioral expectations.
Ensure adherence to hazmat procedures, SOPs, and Safety Matters guidelines; correct unsafe behavior and recognize safe practices.
Verify timely completion of safety checklists and implementation of corrective actions.
Model safe work practices, complete assigned safety training, and guide associates on PPE and safe lifting techniques.
Enforce safe distances around Lift Equipment and ensure associates understand applicable policies.
Maintain safe aisles and walking surfaces, assist customers shopping unsafely, and promptly correct hazards.
Perform opening and closing duties, including securing the building in accordance with security SOPs.
Lead store kickoff meetings and walk departments to communicate tasks and ensure store readiness.
Conduct hand-off walks with the prior MOD and partner with the Store Manager or ASMs to validate daily priorities.
Verify completion of store checklists and equipment safety inspections and ensure corrective actions are implemented.
Review upcoming events and advertisements, determine required actions, and partner with supervisors to execute them.
Perform Manager on Duty responsibilities in accordance with SOPs and partner with appropriate resources to implement business decisions.