PRO EXPERIENCE MANAGER

The Home Depot

About The Position

Pro Experience Managers are members of the store leadership team responsible for overseeing store standards, including 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 ensuring a speedy and accurate customer experience. They manage Pro customer flow, enforce Pro standards, and ensure deliveries are on time and complete. The role executes safe opening and closing processes and performs Manager on Duty (MOD) responsibilities in accordance with established SOPs, escalating non-standard issues to the Store Manager or ASM. Pro Experience Managers coach and train associates on company policies, safety procedures, and customer service. As MOD, they implement business decisions in partnership with appropriate resources and follow SOPs. They also collaborate with Store Leaders, Outside Sales, and Specialty Managers to provide input on Pro strategies. The role requires strict adherence to timekeeping and break policies and champions a safe working environment by correcting hazards, ensuring completion of safety training, and working safely to protect associates and customers.

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.
The listed minimum years of work experience are 2+ years of previous related work experience.
At least 1 year of previous leadership experience.
Knowledge, skills, and abilities typically acquired through completion of a high school diploma and/or GED.

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 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 encourage engagement with hdPhone learning tools.
Provide formal and informal performance coaching and observations to store management; complete performance management documentation for review by the Assistant Store Manager.
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.
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.
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.
Keep aisles and walking surfaces clear of debris, assist customers shopping unsafely, and correct hazards promptly.
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 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 advertisements, determine required actions, and partner with supervisors to execute merchandising plans.
Adhere to company timekeeping and break policies.
Perform Manager on Duty responsibilities in accordance with SOPs and escalate non-standard issues to the Store Manager or ASM.