Pro Experience Manager

The Home Depot

About The Position

Pro Experience Managers are members of the store leadership team who oversee 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 delivering a speedy and accurate customer experience. They manage Pro customer flow, enforce Pro standards, and ensure deliveries are complete and on time. They carry out safe opening and closing processes and Manager on Duty responsibilities according to established SOPs, escalating non-standard issues to the Store Manager or ASM. They coach associates on company policies, safety procedures, and customer service; partner with appropriate resources when implementing business decisions as MOD; 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 company policies and a safe working environment. The position typically reports to a Specialty ASM or Pro ASM and has four direct reports. No travel is required. The role involves intermittent physical exertion, including walking, standing, stooping, climbing, and lifting materials or equipment, some of which may be heavy or awkward. The working environment is usually comfortable, with regular exposure to dust, fumes, odors, or other factors that may cause moderate physical discomfort.

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.
One 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.

Nice To Haves

At least one year of prior merchandising and/or operational experience.
At least one year of leadership experience, preferably in big-box retail.
Knowledge of the home improvement industry.
Competencies: Decision Quality, Self-Development, Situational Adaptability, Customer Focus, Manages Conflict, and Develops Talent.

Responsibilities

Model service standards, champion the GET culture, and coach associates in real time 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 needed.
Recognize and reward strong service behaviors using Bravos and Homers.
Assist with recruitment and interviews, providing input to the Store Manager or ASM.
Ensure Pro Team Knowledge Depot training is current and promote 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.
Champion Voice of the Associate initiatives and address 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; intervene to correct unsafe behavior and recognize safe practices.
Verify safety checklists are completed on time and corrective actions are implemented; complete assigned safety training and model safe work practices.
Guide associates on PPE and safe lifting, enforce safe distances around lift equipment, maintain clear aisles and walking surfaces, and help customers shop safely.
Correct unsafe conditions and hazardous situations as they arise.
Perform opening and closing duties, including securing the building, according to 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 timely completion of store checklists and equipment safety inspections and ensure corrective actions are implemented promptly.
Review upcoming events and advertisements and partner with supervisors to execute required merchandising actions.
Adhere to timekeeping and break policies and uphold company policies and a safe working environment.