Pro Experience Manager

The Home Depot•Thomas Township, MI

9d•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, customer loyalty, and Pro Xtra signups while ensuring a speedy and accurate customer experience. The role manages 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 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; as MOD, they implement business decisions by partnering with appropriate resources and following SOPs. They collaborate with Store Leaders, Outside Sales, and Specialty Managers to provide input on Pro strategies. Strict adherence to timekeeping and break policies is required. The Pro XM upholds company policies and promotes a safe working environment by correcting hazards, ensuring associates complete 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.
The posting's minimum qualifications specify 1 year of relevant work experience, including management of people and retail operations.
The posting's minimum years of work experience specify 2+ years of previous related work experience.
At least 1 year of previous leadership experience.
High school diploma and/or GED-level knowledge, skills, and abilities, typically acquired through completion of a high school diploma and/or GED.
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.
No travel required.

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.
Actively manage the Pro area to minimize customer wait times and ensure carts, signage, and equipment are available.
Walk the Top 10 Pro Classes daily to ensure on-shelf availability and job-lot quantities, partnering with ASMs to address gaps.
Validate all 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 formal and informal performance-based coaching, share performance observations with store management, and complete performance management documentation for review by the Assistant Store Manager.
Provide real-time feedback and maintain active Development Blueprints to improve sales, service, and product knowledge.
Champion Voice of the Associate initiatives and resolve associate concerns consistently 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 behaviors 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.
Maintain safe aisles and walking surfaces, 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 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 immediate corrective actions are implemented.
Review upcoming events and ads to determine required actions and partner with supervisors to ensure execution.
Perform Manager on Duty responsibilities and implement business decisions by partnering with appropriate resources and following SOPs.
Collaborate with Store Leaders, Outside Sales, and Specialty Managers to provide input on Pro strategies.
Adhere strictly to timekeeping and break policies.