Pro Experience Manager

Home Depot • Kyle, TX

7d • Onsite

About The Position

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

The Pro XM carries out safe opening and closing processes and performs Manager on Duty (MOD) responsibilities in accordance with established standard operating procedures (SOPs), escalating non-standard issues to the Store Manager or Assistant Store Manager. They coach and train associates on company policies, safety procedures, and customer service; when serving as MOD, they implement business decisions in partnership with appropriate resources and in accordance with SOPs. The position also collaborates with Store Leaders, Outside Sales, and Specialty Managers on Pro strategies and requires strict adherence to timekeeping and break policies.

The Pro XM upholds company policies and champions a safe working environment by correcting hazards, ensuring associates complete safety training, and working safely to protect associates, coworkers, and customers. This position typically reports to the Specialty ASM or Pro ASM and has four direct reports. No travel is required.

Requirements

• Must be at least 18 years of age.
• 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 is the knowledge, skills, and abilities typically acquired through completion of a high school diploma and/or GED.
• At least 1 year of previous leadership experience.
• 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.
• No additional education is preferred.
• No additional years of experience are preferred.
• No certifications are required.

Responsibilities

• Champion the GET culture by modeling service standards and providing real-time coaching on customer interactions.
• Manage the Pro area to minimize wait times and ensure carts, signage, and equipment are available for Pro customers.
• 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 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 drive engagement with hdPhone learning tools.
• Provide informal and formal performance-based coaching and observations to store management; complete performance-management documentation for Assistant Store Manager review.
• Provide real-time feedback and maintain Development Blueprints to improve sales, service, and product knowledge.
• Champion 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.
• Enforce hazmat procedures, SOPs, and Safety Matters guidelines; intervene to correct unsafe behaviors and recognize safe practices.
• Verify safety checklists are completed on time and corrective actions are implemented; model safe work practices and complete assigned safety training.
• Guide associates on proper PPE use and safe lifting techniques, enforce safe distances around lift equipment, and ensure associates understand relevant policies.
• Keep aisles and walking surfaces clear of debris, assist customers shopping unsafely, and promptly correct hazardous conditions.
• Perform opening and closing duties, including securing the building, in accordance with security SOPs.
• Lead store kickoff meetings and walk each department to communicate tasks and confirm store readiness.
• Conduct hand-off walks with the prior MOD and partner with the Store Manager and ASMs to validate daily priorities.
• Verify timely completion of store checklists and equipment safety inspections and ensure corrective actions are implemented.
• Review upcoming events and ads, determine required actions, and partner with supervisors to ensure execution.
• Perform MOD responsibilities according to SOPs, implement business decisions with appropriate resources, and escalate non-standard issues to the Store Manager or ASM.
• Collaborate with Store Leaders, Outside Sales, and Specialty Managers to provide input on Pro strategies.
• Adhere strictly to timekeeping and break policies.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED